Amazon Connect GTM & Solutions Lead

This job is with Capgemini, an inclusive employer and a member of my Gwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.

Capgemini’s Business Services Global Business Line is seeking an experienced Amazon Connect GTM & Solutions Lead to drive strategy, solution design, and market growth for our Contact Center transformation offerings. This role is ideal for a dynamic leader passionate about Customer Experience, digital transformation, and solving complex Contact Center challenges using Amazon Connect and next‑gen CCaaS solutions.

Solutioning & Delivery

• Build, design, and implement Amazon Connect CCaaS solutions for large, multi‑client environments.
• Develop comprehensive Contact Center solutions including telephony, CRM, KM, IVR, ACD, WFM, QA, training, performance management, and workforce models.
• Transform proposed solutions into executable delivery plans across operations, technology, and workforce domains.
• Lead the development of end‑to‑end operational strategies aimed at enhancing customer and client experience.

Consulting & GTM Leadership

• Serve as the strategic lead for Amazon Connect‑based pursuits during the pre sales and solutioning phases.
• Assess client challenges and provide data-driven, outcome‑oriented recommendations.
• Participate in shaping GTM strategies, service offerings, and transformation assets.

Team Leadership & Enablement

• Manage consultants and transformation teams involved in Contact Center design and implementation.
• Contribute to operating model design, service standards, staffing pyramids, and team readiness.
• Guide and mentor teams to ensure high‑quality delivery and operational excellence.

Commercial & Technical Expertise

• Conduct commercial modeling, effort estimation, solution sizing, and dependencies/assumption mapping.
• Provide expert knowledge of Contact Center ecosystems including Amazon Connect, Genesys Cloud, and associated applications.
• Apply process improvement methodologies to optimize delivery and performance.

CX & Continuous Improvement

• Drive client CX transformation initiatives by identifying opportunities to streamline processes and enhance engagement.
• Champion innovation and best practices within Contact Center operations and technology infrastructure

Must Have

• 5 to 10 years of consulting or relevant experience delivering Contact Center technology solutions with a strong focus on Amazon Connect.
• 7 to 10 years of hands on experience in BPO or multi‑client Contact Center operations using Amazon Connect or other cloud CCaaS platforms such as Genesys Cloud.
• Proven experience in Contact Center solution architecture, technical design, and operational transformation.
• Strong understanding of Contact Center operations including WFM, KM, QA, CRM, IVR,ACD, analytics, contract & vendor management.
• Demonstrated ability to lead teams, execute transformation roadmaps, and deliver measurable business outcomes.

To be successfully appointed to this role you will need to undergo Baseline Personnel Security Standard checks.

There are no nationality or residency restrictions, although if you have resided outside of the UK within the last 3 years, further checks may be required.

There are other criteria and check required for BPSS, and throughout the recruitment process, you will be asked questions about your security clearance eligibility such as, but not limited to, country of residence and nationality

Capgemini is proud to be a Disability Confident Employer (Level
2) under the UK Government’s Disability Confident scheme. As part of our commitment to inclusive recruitment, we will offer an interview to all candidates who:

• Declare they have a disability, and
• Meet the minimum essential criteria for the role.

Please opt in during the application process.

You’d be joining an accredited Great Place to work for Wellbeing in 2024. Employee wellbeing is vitally important to us as an organisation. We see a healthy and happy workforce a critical component for us to achieve our…