Location: Toronto, Ontario
Our client is a leading technology solutions provider with over 600 professionals across 14 offices in North America. At the forefront of innovation, they deliver cutting-edge solutions rooted in integrity, accountability, and technical excellence. As an ambassador for the firm, you will play a pivotal role in ensuring clients and partners receive world-class service through transformative communication technologies.
We are seeking a Functional Lead to own the functional workstream for Contact Center as a Service (CCaaS) and Agentic AI initiatives, specifically within an Amazon Connect practice.
You will act as the bridge between business objectives and technical execution. Your mission is to translate complex CX (Customer Experience) goals into clear requirements, elegant user journeys, and prioritized use cases. This is a high-impact role requiring a blend of strategic solution shaping and hands-on functional analysis to ensure business-led, value-driven delivery.
Special Perks:
This role operates on a hybrid model, offering the flexibility of working from home combined with in-office collaboration as required by the project workstream.
Must Have Skills:
• Functional Ownership: Lead the functional workstream for Amazon Connect deployments, overseeing the end-to-end lifecycle from discovery to go-live.
• CX & Journey Mapping: Design and document sophisticated customer journeys, IVR/IVA flows, and agent desktop experiences that leverage Agentic AI and automation.
• Requirements Leadership: Translate high-level business goals into detailed functional specifications, user stories, and acceptance criteria for technical teams.
• Stakeholder Alignment: Act as the primary liaison between business leaders, CX designers, and technical architects to ensure the solution aligns with the client’s strategic vision.
• Value-Driven Delivery: Partner with delivery and architecture teams to prioritize the product backlog based on business value, technical feasibility, and ROI.
• Functional Analysis: Conduct gap analysis and process mapping to identify opportunities for AI-driven optimizations within the contact center ecosystem.
The ideal candidate will possess deep expertise in leading functional workstreams specifically for Amazon Connect implementations, demonstrating a strong grasp of both Contact Flows and Lex integrations. This individual must be highly literate in Agentic AI and Natural Language Understanding (NLU) as applied to modern contact center environments, with a proven track record in CX strategy and omnichannel journey mapping. Beyond platform knowledge, they should exhibit exceptional functional leadership during stakeholder workshops and maintain a high level of technical literacy to collaborate effectively with architects. Success in this role requires professional proficiency in Agile delivery, particularly in translating complex goals into high-quality user stories and managing backlogs within tools like Jira or ADO.
