Senior Project Manager

We are seeking a talented Senior Project Manager to join our growing Customer Engineering team. The right candidate is someone who can lead the planning, implementation, and development of cloud-based contact center solutions for our clients. You will be responsible for guiding cross-functional teams through the full lifecycle of Amazon Connect deployments, ensuring successful implementation and adoption. This role requires both technical depth in AWS services and strong project management capabilities to deliver exceptional customer experiences.

• Lead end-to-end project management for Amazon Connect implementations from initial discovery to successful client handoff
• Develop comprehensive project plans with clear milestones, deliverables, and resource allocations aligned with Pronetx's delivery methodology
• Build strong client relationships as the primary technical point of contact during implementation projects
• Facilitate effective communication among stakeholders, Pronetx technical teams, and client stakeholders
• Conduct regular status meetings and provide clear, concise updates to both Pronetx leadership and client teams
• Manage project scope, schedule, and budget while maintaining Pronetx's high standards for quality
• Identify, assess, and mitigate project risks and dependencies proactively

• Oversee the technical implementation of Amazon Connect and integrated AWS services
• Guide the design and configuration of contact flows, queues, and routing strategies based on client requirements
• Coordinate the integration of Amazon Connect with client CRM systems, knowledge bases, and other enterprise applications
• Lead implementations of AI/ML-powered features using Amazon Lex, Amazon Polly, and other AWS services
• Ensure implementations follow AWS best practices for security, reliability, and operational excellence
• Validate technical solutions against client requirements and performance expectations
• Coordinate testing efforts across functional, performance, and user acceptance testing phases

• Collaborate with Pronetx solutions architects to design custom CX solutions that leverage the full AWS ecosystem
• Manage the development of custom components, extensions, and integrations for client-specific needs
• Oversee the implementation of analytics and reporting solutions using Amazon Kinesis, Amazon S3, and Amazon QuickSight
• Guide the development of CI/CD pipelines for Amazon Connect solutions deployment and updates
• Ensure solutions are built with scalability, resilience, and future extensibility in mind
• Coordinate knowledge transfer to client teams and Pronetx managed services teams 

• Develop reusable implementation assets, templates, and best practices to enhance Pronetx's delivery capabilities
• Document lessons learned and contribute to the organization's implementation methodology
• Stay current with Amazon Connect feature releases and AWS service enhancements
• Identify opportunities to improve implementation efficiency and quality
• Contribute to Pronetx's thought leadership in the Amazon Connect and CX space
• Participate in client-facing presentations and demonstrations of Pronetx solutions
• Mentor junior team members on Amazon Connect best practices and implementation approaches

• Bachelor's degree in Computer Science, Information Technology, or related field
• 5+ years of experience in technical project management
• 3+ years of experience with AWS cloud technologies
• Experience with contact center technologies and customer experience solutions
• Demonstrated experience managing complex technical implementations
• Excellent communication skills with the ability to explain complex technical concepts to diverse audiences
• Strong client relationship management capabilities
• Project management certification (PMP, PRINCE2, Scrum Master, or equivalent)
• Experience with Agile and Waterfall project management methodologies

• AWS Certified Solutions Architect Associate or Professional certification
• Experience implementing or working with Amazon Connect
• Deep knowledge of AWS services including Lambda, API Gateway, DynamoDB, S3, Kinesis, and CloudFormation
• Experience with IVR systems, CTI integrations, and telephony technologies
• Familiarity with AI/ML technologies such as natural language understanding and speech recognition
• Experience with CRM platforms (Salesforce, Dynamics, ServiceNow, etc.)
• Knowledge of scripting languages (Python, Node.js) and infrastructure as code tools
• Contact center operations or customer service experience

Amazon Connect Expertise

• Contact Flow design and implementation
• Queue configuration and routing strategies
• IVR design and development
• Agent workspace customization
• Reporting and analytics capabilities
• Task creation and management
• Outbound campaigns
• Contact Lens implementation and analysis

AWS Services Integration Knowledge

• Amazon Lex for building conversational interfaces
• Amazon Polly for text-to-speech capabilities
• AWS Lambda for serverless compute functions
• Amazon Kinesis for real-time data streaming
• Amazon S3 for data storage
• Amazon DynamoDB for NoSQL database requirements
• Amazon QuickSight for analytics and visualization
• AWS Identity and Access Management (IAM) for security
• Amazon CloudWatch for monitoring and observability
• AWS CloudFormation for infrastructure as code
• Amazon API Gateway for API management
• AWS Step Functions for workflow orchestration
• Amazon EventBridge for event-driven architectures