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CX Project Manager — Amazon Connect (Lead)

Consulting - Black Hats Remote, Costa Rica Full-time Lead / Principal 1 vacancy FW-2026-GNWG9

About this Role

As an CX Project Manager — Amazon Connect (Senior), you will lead the design, planning, and delivery of cloud-based contact center solutions built on Amazon Connect and complementary AWS services. You will work directly with enterprise clients to transform their customer experience operations through AI-powered automation, intelligent routing, and omnichannel strategies.

This is an Active Hiring position — we are looking for an experienced project manager to join our consulting practice immediately.

Responsibilities

Lead end-to-end implementation of Amazon Connect contact center solutions for enterprise clients
Define project scope, timelines, budgets, and resource allocation for cloud transformation programs
Conduct stakeholder workshops to gather requirements and design solution architectures
Coordinate cross-functional teams including developers, architects, and QA engineers
Manage vendor relationships and AWS partnership activities
Oversee integration of Amazon Connect with CRM/ITSM platforms (Salesforce, ServiceNow)
Drive adoption of AI capabilities including Amazon Lex, Lambda, and Claude for intelligent automation
Monitor project health through KPIs, risk management, and delivery governance
Present progress reports and strategic recommendations to C-level stakeholders
Develop POCs and innovation demonstrations for prospective clients
Mentor and develop team members across distributed teams
Support pre-sales activities including RFP responses and solution estimations

What We're Looking For

We value project managers who combine deep Amazon Connect expertise with strong leadership and client-facing skills. You should be comfortable navigating complex enterprise environments and driving transformational change.

Requirements

AI & Cloud Certifications (Required)

AWS Certified Cloud Practitioner (CLF-C02)
AWS Certified AI Practitioner (AIF-C01)
AWS Knowledge: Amazon Connect Communications Specialist (badge)
At least one active PM certification: PMP, PMI-ACP, PRINCE2, or CSM

Certifications (Preferred)

AWS Solutions Architect — Associate
AWS Knowledge: Amazon Connect Developer (badge)
ITIL Foundation

Technical Skills

Hands-on experience with Amazon Connect design, configuration, and implementation
AWS services: Lambda, Lex, S3, DynamoDB, CloudWatch, IAM, KMS
Contact center technologies: IVR, ACD, CTI, call routing, omnichannel
CRM/ITSM integration via APIs and middleware (Salesforce, ServiceNow)
Cloud security, networking, and identity management fundamentals
Project management tools: Jira, Confluence, MS Project
Agile/Scrum and Waterfall methodologies

Experience

5–8 years in technology project management
2+ years leading cloud contact center implementations
Experience managing teams of 10+ resources
Experience with projects of $250K+ contract value
Track record of successful enterprise client engagements

Soft Skills

English proficiency B2 minimum (written and verbal)
Strong client-facing consulting and presentation skills
Stakeholder management at C-level
Risk management and delivery governance
Leadership and mentoring of distributed teams
Analytical and strategic thinking

Education

Bachelor's degree in Computer Science, Engineering, Business Administration, or related field
MBA or Master's degree (preferred)

Benefits

Work with cutting-edge AI technology as part of the Anthropic Claude Partner Network
Lead transformational Amazon Connect projects for enterprise clients
Culture of innovation — your ideas shape real solutions
Flexible remote work policy
Competitive compensation package
Professional development budget
Certification sponsorship (AWS, PMP, PRINCE2)