Amazon Connect GTM & Solutions Lead

About the Role

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.

Key Responsibilities

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

Qualifications and Experience

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.

Your security clearance

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

We are a Disability Confident Employer

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.

Make it real - what does it mean for you?

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 organisational ambitions.

To help support wellbeing we have trained ‘Mental Health Champions’ across each of our business areas, and we have invested in wellbeing apps such as Thrive and Peppy.

You will be joining one of the World’s Most Ethical Companies®, as recognised by Ethisphere® for 12 consecutive years. We live our values by making ethical business choices every day. Working ethically is at the centre of our culture at Capgemini, meaning you will be helping to create a future we can all be proud of.

Capgemini. Make it rea

Why you should consider Capgemini

Growing clients’ businesses while building a more sustainable, more inclusive future is a tough ask. When you join Capgemini, you’ll join a thriving company and become part of a collective of free-thinkers, entrepreneurs and industry experts. We find new ways technology can help us reimagine what’s possible. It’s why, together, we seek out opportunities that will transform the world’s leading businesses, and it’s how you’ll gain the experiences and connections you need to shape your future. By learning from each other every day, sharing knowledge, and always pushing yourself to do better, you’ll build the skills you want. You’ll use your skills to help our clients leverage technology to innovate and grow their business. So, it might not always be easy, but making the world a better place rarely is.

About Capgemini

Capgemini is an AI-powered global business and technology transformation partner, delivering tangible business value. We imagine the future of organisations and make it real with AI, technology and people. With our strong heritage of nearly 60 years, we are a responsible and diverse group of 420,000 team members in more than 50 countries. We deliver end-to-end services and solutions with our deep industry expertise and strong partner ecosystem, leveraging our capabilities across strategy, technology, design, engineering and business operations. The Group reported 2024 global revenues of €22.1 billion.

Make it real | www.capgemini.com