Senior Project Manager
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Senior Project Manager based in Canada.
This is a senior technical project management role focused on delivering cloud-based contact center and customer experience solutions.
You will lead complex Amazon Connect implementations from discovery and planning through technical delivery, testing, and client handoff.
The role combines strong project leadership with hands-on understanding of AWS services, integrations, and contact center technologies.
You’ll coordinate cross-functional technical teams while serving as a trusted point of contact for clients throughout implementation.
The position offers exposure to AI-powered customer experience solutions, cloud-native architectures, analytics, automation, and modern DevOps practices.
You’ll also contribute to delivery standards, reusable implementation assets, continuous improvement, and technical knowledge sharing.
This is a fully remote opportunity within a global environment, with travel of up to 50% depending on business needs.
Accountabilities
Lead end-to-end project management for Amazon Connect implementations, from initial discovery and planning through delivery, testing, adoption, and client handoff.
Develop project plans covering milestones, deliverables, resources, dependencies, schedules, budgets, and project governance.
Serve as a primary technical contact for clients, building strong relationships and maintaining clear communication throughout implementations.
Facilitate communication between client stakeholders, technical teams, leadership, architects, and other project contributors.
Manage scope, schedules, budgets, risks, dependencies, priorities, and quality standards while proactively addressing project issues.
Oversee the implementation and configuration of Amazon Connect, including contact flows, queues, routing strategies, IVR functionality, agent experiences, and related capabilities.
Coordinate integrations between Amazon Connect and CRM platforms, knowledge bases, enterprise applications, and other client systems.
Guide the implementation of AI and machine-learning capabilities using services such as Amazon Lex and Amazon Polly.
Ensure technical solutions align with AWS best practices for security, reliability, scalability, and operational excellence.
Coordinate functional, performance, and user acceptance testing and validate solutions against client requirements and performance expectations.
Collaborate with solutions architects to design customized customer experience solutions leveraging the broader AWS ecosystem.
Oversee custom components, integrations, analytics, reporting solutions, and CI/CD capabilities supporting Amazon Connect deployments.
Coordinate knowledge transfer to client teams and managed services teams to support successful adoption and ongoing operations.
Develop reusable implementation assets, templates, documentation, and best practices to improve delivery efficiency and consistency.
Monitor developments across Amazon Connect and AWS services and identify opportunities to improve implementation approaches and solution quality.
Contribute to client-facing presentations, demonstrations, thought leadership, and continuous improvement initiatives.
Mentor junior team members and share expertise in Amazon Connect, AWS, project delivery, and implementation best practices.
Bachelor’s degree in Computer Science, Information Technology, or a related field.
At least 5 years of technical project management experience, including responsibility for complex technology implementations.
At least 3 years of experience working with AWS cloud technologies.
Demonstrated experience with contact center technologies and customer experience solutions.
Strong experience managing technical projects across scope, schedule, budget, resources, risks, dependencies, and stakeholder expectations.
Project management certification such as PMP, PRINCE2, Scrum Master, or equivalent.
Experience working with both Agile and Waterfall project management methodologies.
Strong client relationship management and stakeholder communication skills, with the ability to explain complex technical concepts to technical and non-technical audiences.
Experience with Amazon Connect is strongly valued, including contact flows, queues, routing, IVR, agent workspace, reporting, analytics, outbound campaigns, and Contact Lens.
Strong knowledge of AWS services such as Lambda, API Gateway, DynamoDB, S3, Kinesis, QuickSight, IAM, CloudWatch, CloudFormation, Step Functions, EventBridge, Lex, and Polly is an asset.
AWS Certified Solutions Architect Associate or Professional certification is preferred.
Experience with IVR systems, CTI integrations, telephony technologies, CRM platforms, AI/ML technologies, or contact center operations is an asset.
Familiarity with Python, Node.js, infrastructure-as-code tools, or CI/CD practices is beneficial.
Strong organizational, analytical, problem-solving, and leadership skills.
Ability to work effectively in a remote, global, and cross-functional environment.
Willingness to travel up to approximately 50% depending on business requirements.
Must be legally authorized to work in Canada; employer-sponsored visa support is not available.
Base salary range of CAD $131,520-$157,824 per year, depending on experience and qualifications.
Additional compensation may include bonuses, commissions, equity, and other incentives based on the role and applicable performance factors.
100% remote work within Canada.
Hybrid life insurance plan with 100% premium coverage for employees and dependents.
Long-term disability coverage.
Employer pension contribution of 4%.
Unlimited vacation, sick leave, and paid holidays.
Parental leave.
Paid professional exams and certifications.
Peer bonus and recognition programs.
State-of-the-art laptop and work tools.
Equipment and home-office stipend.
Individual professional development plan.
Annual learning and development stipend.
Opportunity to collaborate with a worldwide team in a technology-focused environment.
Travel opportunities associated with client projects and business needs.