AWS Connect Associate Director

JOB REQUISITION

AWS Connect Associate Director

LOCATION

NEW YORK CITY

ADDITIONAL LOCATION(S)

BOSTON, LOS ANGELES, SAN FRANCISCO, SEATTLE, WASHINGTON DC - MCLEAN

JOB DESCRIPTION

You Belong Here

The Protiviti Career provides opportunity to learn, inspire, and advance within a collaborative and inclusive culture. We hire curious individuals for whom learning is a passion. We lean into our mission: We Care. We Collaborate. We Deliver.

At every level, we champion leaders who live our values of integrity, inclusion, innovation, and commitment to success . Imagining our work as a journey, we believe integrity guides our way, inclusion moves us forward together, innovation creates new destinations, and our commitment to success empowers us to deliver on our vision to be the most trusted global consulting firm.

Where We Need You

Protiviti is looking for a Technology Consulting Associate Director to join our growing Infrastructure, Cloud, and Security Engineering team.

What You Can Expect

Protiviti is looking for an AWS Connect Associate Director to join our growing Infrastructure, Cloud, and Security Engineering team. This leadership role will help clients transform customer experience operations through enterprise-scale Amazon Connect implementations, cloud contact center modernization, conversational AI, and intelligent automation initiatives.

As an Associate Director, you will lead complex engagements, strengthen executive client relationships, develop innovative cloud-based customer experience solutions, and help clients modernize legacy contact center environments. You will serve as both a strategic advisor and technical leader, guiding organizations through large-scale contact center transformation programs while driving business development and practice growth.

What Will Help You Be Successful

You enjoy combining business strategy, cloud architecture, and hands-on technical leadership.

You are passionate about building trusted relationships with C-level executives and providing exceptional experiences that translate to additional project work.

You have an inherent interest in project management and team leadership.

You promote a positive team culture that fosters open communication among all engagement team members.

You create development opportunities for others, including participating in the creation and rollout of training, and ways for your team to improve our clients and communities.

You enjoy discovering prospective project work with current and potential clients through networking, knowledge-building, and client interactions.

You excel at identifying opportunities to integrate product solutions and resources to improve client service capabilities.

You view client challenges as opportunities to add value and can translate that into new project proposals and sales.

You are seen as a valued contributor to thought leadership and encourage knowledge-sharing and collaboration across teams.

You have interest in managing a diverse portfolio of clients across multiple industries

Do Your Talents Include the Following?

Deep expertise across Amazon Connect capabilities including:

Contact Flows

Intelligent Routing

Agent Workspace

Contact Lens

Customer Profiles

Cases

Amazon Lex Integration

Outbound Campaigns

Forecasting and Scheduling

Contact Center Analytics

Strong Java development experience utilizing:

Spring Boot

AWS SDK for Java

AWS Lambda

API and integration development

Strong Python development experience utilizing:

Boto3

AWS SDK for Python

Automation scripting

Data processing solutions

AWS Lambda development

Advanced Terraform expertise including:

Module development

State management

Workspace strategies

CI/CD integration

Infrastructure governance

Strong experience with AWS technologies including:

AWS Lambda

Amazon Lex

Amazon Polly

Amazon Kinesis

Amazon DynamoDB

Amazon S3

Amazon EventBridge

AWS Step Functions

Amazon CloudWatch

AWS IAM

AWS KMS

AWS Secrets Manager

Amazon SageMaker

Amazon Transcribe

Amazon Comprehend

Amazon Translate

Strong understanding of contact center telephony concepts including SIP, PSTN, DID management, carrier integration, number porting, and DTMF handling.

Proven experience leading enterprise contact center migration programs.

Experience building and managing CI/CD pipelines supporting Amazon Connect and cloud platforms.

Familiarity with regulatory and compliance frameworks including PCI-DSS, SOC 2, GDPR, CCPA, and financial services requirements.

Experience operating within highly regulated enterprise environments with governance, security review, and formal change management processes.

Strong executive communication, stakeholder management, consulting, and relationship-building skills.

Experience leading Amazon Connect transformations within banking, insurance, capital markets, or other regulated financial services organizations.

Experience designing conversational AI solutions using Amazon Lex.

Experience with intent modeling, utterance development, slot management, and multi-turn conversational experiences.

Experience building real-time analytics platforms using Kinesis Data Streams and Kinesis Data Firehose.

Knowledge of Amazon Connect APIs for automation, contact flow lifecycle management, and operational reporting.

Experience implementing Amazon Connect Global Resiliency and multi-region failover architectures.

Experience integrating workforce management, quality management, speech analytics, CRM, and customer engagement platforms.

Knowledge of workforce management, quality assurance, workforce optimization, and contact center performance management processes.

Experience utilizing AWS CDK and CloudFormation alongside Terraform.

Experience building event-driven architectures using Java and Python.

Contributions to open-source projects related to Amazon Connect, AWS, customer experience platforms, or developer tooling.

Your Educational and Professional Qualifications

Bachelor’s degree in a relevant discipline (e.g., MIS, IS, Comp Sci., etc.).

9+ years working in professional services or industry.

Professional Certification

Preferred : AWS Certified Solutions Architect Professional, AWS Certified DevOps Engineer Professional, AWS Specialty Certifications.

Our Hybrid Workplace

Protiviti practices a hybrid model, which is a combination of working in person with a purpose and working remotely. This model creates meaningful experiences for our people and our clients while offering a flexible environment. The ratio of remote to in-person requirements vary by client, project, team, and other business factors. Our people work both in-person in local Protiviti offices and on client sites, which can include local or out-of-state travel based on our projects and client requests and commitments.

Starting salary is based on a full-time equivalent schedule. Placement in the range is dependent upon experience, skills and geographic work location. Below is the salary range for this job.

$163,000.00 - $278,000.00

Our annual bonus plan provides eligible employees additional cash and/or discretionary stock compensation opportunities. Below is the bonus target opportunity for this job.

16%

The total cash range is estimated from the sum of the base salary range plus the bonus target opportunity. Below is the estimated total cash range for this job.

$189,080.00 - $322,480.00

Employees are eligible for medical, dental, and vision coverages, FSA and HSA healthcare accounts, life and accident insurance, adoption and fertility assistance, paid parental leave up to 10 weeks, and short/long term disability. We offer eligible employees a company 401(k) savings and investment plan with an employer match of 50% on the first 6% of your contributions. We provide Choice Time Off (CTO) for vacation, personal needs,