AWS Project Manager

Overview

Lead the full lifecycle delivery of contact center (CCaaS), conversational AI, and agentic solutions and migrations for Mid-Market and Enterprise customers, using Amazon Connect and the broader AWS ecosystem.

What you'll do

• Plan, initiate, and lead the full lifecycle delivery of contact center (CCaaS), conversational AI, and agentic solutions and migrations
• Monitor and manage project financials, scope and change control, schedule, dependencies, milestones, and risks
• Facilitate regular status meetings with the project team, sponsors, and all stakeholders, and publish weekly status reports that proactively communicate progress, early risk indicators, and forward-looking milestones
• Act as the client's primary day-to-day point of contact, with a focus on building strong customer relationships
• Lead client-facing Outcomes and Business Objectives sessions at project kickoff, defining success metrics and desired business outcomes, then track and report progress against them throughout the engagement
• Establish client and project team roles, decision rights, and dependencies at kickoff, and drive timely client decisions and stakeholder access throughout the engagement
• Partner with the Solution & Technical Architects to capture, groom, and trace business requirements and user stories through design specifications and delivery, owning the quality of user stories and acceptance criteria
• Assist consultant team members in the delivery of client presentations during requirements, design, pilot and user acceptance testing sessions
• Facilitate and support User Acceptance Testing (UAT), including coordinating test plans, tracking defects, and driving resolution with the project team
• Support end-user training by coordinating logistics, contributing to materials, and ensuring client readiness
• Plan and coordinate production cutover and post-go-live hypercare activities
• Coordinate across distributed customer and delivery teams, including AWS teams, third-party vendors, architects, developers, QA, and DevOps, to manage dependencies
• Serve as Agile Scrum Master and guide the software development lifecycle (SDLC) process
• Apply AI-assisted tools to accelerate delivery, within approved tools and client data-handling requirements

What you'll need

• 5+ years of project management experience in contact center environments, including Contact Center as a Service (CCaaS) implementations
• 2+ years of hands-on experience as project manager or scrum leader on Amazon Connect implementations
• AI delivery/solution experience in a contact center context, specifically overseeing blueprint and implementation projects
• Experience working in a professional services/consulting environment
• Experience with estimation/sizing and SOW/Change Order contracting
• Demonstrated experience facilitating requirements sessions, writing or grooming user stories, and presenting functional content directly to client stakeholders
• Experience applying Agile and hybrid approaches to project management
• Current AWS Certified Cloud Practitioner or AWS Certified Solutions Architect (Associate or Professional) certification

Nice to have

• Working knowledge of contact center technology, including IVR and voice, chat, and SMS channels, call routing, integrations, and reporting
• Hands-on experience delivering agentic AI solutions in a contact center context
• Hands-on experience with Jira and Smartsheet, or similar project-management and agile tooling
• A hybrid skillset; prior experience in roles such as Solution Architect, Product Owner, Functional/Technical Consultant, or Business Analyst
• Strong presentation and communication skills
• Experience using AI-assisted tools to improve project delivery
• Ability to influence without formal authority, resolve conflict, and drive decisions across client and delivery teams
• Bachelor's Degree in Business, Engineering, Information Technology or Management

Details

• Remote, United States
• Anticipated travel commitment of up to 25% for certain roles