The Hartford is seeking to drive the strategic transition to the AWS Connect Contact Center as a Service (CCaaS) platform, leading end-to-end transformation efforts including vendor evaluation, systems integration, and cloud-native solution enablement.
Requirements
- Proven experience implementing Amazon Connect, Lex, EventBridge, S3, and other AWS services.
- AWS certifications (e.g., Solutions Architect, DevOps Engineer).
- Experience with other CCaaS platforms (e.g., Genesys Cloud, Five9, NICE CXone).
- Familiarity with agile methodologies and DevOps practices.
- Strong understanding of contact center operations, IVR design, call routing, and customer experience optimization.
Responsibilities
- Architect and lead the implementation of CCaaS solutions, with a focus on AWS-native services.
- Design scalable, secure, and resilient contact center workflows using Amazon Connect, Lex, Lambda, EventBridge, and S3.
- Define integration strategies with existing enterprise systems (CRM, ticketing, analytics, etc.).
- Oversee API integrations, data flows, and event-driven architectures.
- Ensure seamless interoperability between CCaaS platforms and enterprise applications.
- Implement monitoring, logging, and alerting frameworks for operational visibility.
- Lead transformation initiatives from legacy contact center platforms to CCaaS.
Other
- 7+ years of experience in IT consulting or technical leadership roles.
- Experience leading large-scale transformation projects, including stakeholder engagement and change management.
- Proficiency in vendor management, contract negotiation, and service-level oversight.
- Excellent communication and leadership skills.
- Bachelor’s degree in Computer Science, Information Systems, or related field.
