Lead customer experience innovation as a Functional Lead for CCaaS and AI initiatives, fully remote from Toronto, Ontario. Ensure superior service delivery through strategic and hands-on analysis.
Our client, a top-tier technology solutions provider, is looking for a Functional Lead focused on Amazon Connect. In this role, you will bridge business goals with technical execution, emphasizing the translation of customer experience objectives into clear requirements and implementations. Your functional analysis skills will support AI-driven initiatives and stakeholder integration.
Key Responsibilities:
• Direct the functional workstream for Amazon Connect deployment
• Design and document impactful customer journeys and IVR flows
• Translate business goals into functional specifications and acceptance criteria
• Align business leaders with CX designers and technical teams
• Conduct gap analysis for AI-driven optimizations
Requirements:
• Proven leadership in Amaz...