AWS Project Manager

Why the company

At the company, we are redefining the future of business through the power of AI and groundbreaking technologies like Agentforce. As a trusted leader in AI, AWS, and Salesforce innovation, we craft intelligent solutions—integrating Salesforce Einstein, Service Cloud Voice, Amazon Connect, Agentforce and more—to revolutionize workflows, elevate customer experiences, and deliver tangible results. From conversational AI to predictive analytics, we empower organizations to stay ahead in an ever-evolving digital landscape with cutting-edge, tailored strategies.

We are proud to be creating the future of generative AI and AI agents. Salesforce has launched Agentforce, and the company, was selected as the only partner for the private beta prior to launch. Post-launch, we’ve earned the distinction of being Salesforce’s #1 partner for Agentforce, reinforcing our role as pioneers in this transformative space.

Be part of the company journey and help shape the next wave of AI-powered transformation. Here, you’ll collaborate with trailblazing experts who are passionate about pushing boundaries and leveraging technologies like Agentforce to create impactful customer outcomes. Whether you're developing advanced AI-powered bots, streamlining business operations, or building solutions using the latest generative AI technologies, your work will drive innovation at scale. If you’re ready to make your mark in the AI space, the company is the place for you.

We are hiring for an AWS Project Manager to work with our Mid-Market & Enterprise customers! As the Project Manager, you will manage projects by providing day-to-day leadership to analyze their requirements, developing designs, and implementing cloud-based contact center solutions based on Amazon Connect and the broader AWS ecosystem.

The ideal candidate has experience working with small and large customers and is comfortable with playing multiple roles on an engagement to be successful. The Project Manager is professional and confident in front of VP and Director-level stakeholders, has a strong analytical and consultative mindset, and thrives when working against tight deadlines. If you appreciate working with cutting edge technology and delivering exciting new digital solutions - then this is the role for you!

You'll have the opportunity to

• Plan, initiate, and lead the full lifecycle delivery of contact center (CCaaS), conversational AI, and agentic solutions and migrations

• Monitor and manage project financials, scope and change control, schedule, dependencies, milestones, and risks

• Facilitate regular status meetings with the project team, sponsors, and all stakeholders, and publish weekly status reports that proactively communicate progress, early risk indicators, and forward-looking milestones

• Act as the client’s primary day-to-day point of contact, with a focus on building strong customer relationships

• Lead client-facing Outcomes and Business Objectives sessions at project kickoff, defining success metrics and desired business outcomes, then track and report progress against them throughout the engagement

• Establish client and project team roles, decision rights, and dependencies at kickoff, and drive timely client decisions and stakeholder access throughout the engagement

• Partner with the Solution & Technical Architects to capture, groom, and trace business requirements and user stories through design specifications and delivery, owning the quality of user stories and acceptance criteria

• Assist consultant team members in the delivery of client presentations during requirements, design, pilot and user acceptance testing sessions

• Facilitate and support User Acceptance Testing (UAT), including coordinating test plans, tracking defects, and driving resolution with the project team

• Support end-user training by coordinating logistics, contributing to materials, and ensuring client readiness

• Plan and coordinate production cutover and post-go-live hypercare activities

• Coordinate across distributed customer and delivery teams, including AWS teams, third-party vendors, architects, developers, QA, and DevOps, to manage dependencies

• Serve as Agile Scrum Master and guide the software development lifecycle (SDLC) process

• Apply AI-assisted tools to accelerate delivery, within approved tools and client data-handling requirements

Required Qualifications

• 5+ years of project management experience in contact center environments, including Contact Center as a Service (CCaaS) implementations

• 2+ years of hands-on experience as project manager or scrum leader on Amazon Connect implementations

• AI delivery/solution experience in a contact center context, specifically overseeing blueprint and implementation projects

• Experience working in a professional services/consulting environment

• Experience with estimation/sizing and SOW/Change Order contracting

• Demonstrated experience facilitating requirements sessions, writing or grooming user stories, and presenting functional content directly to client stakeholders

• Experience applying Agile and hybrid approaches to project management

• Current AWS Certified Cloud Practitioner or AWS Certified Solutions Architect (Associate or Professional) certification

Preferred Skills

• Working knowledge of contact center technology, including IVR and voice, chat, and SMS channels, call routing, integrations, and reporting

• Hands-on experience delivering agentic AI solutions in a contact center context

• Hands-on experience with Jira and Smartsheet, or similar project-management and agile tooling

• A hybrid skillset; prior experience in roles such as Solution Architect, Product Owner, Functional/Technical Consultant, or Business Analyst

• Strong presentation and communication skills

• Experience using AI-assisted tools to improve project delivery

• Ability to influence without formal authority, resolve conflict, and drive decisions across client and delivery teams

• Bachelor's Degree in Business, Engineering, Information Technology or Management

What’s it like to be a part of the company?

• Remote & In-Person: Whether you work out of our HQ in Massachusetts, one of our regional hubs, or you're one of over half of the company Family who work remotely, we’re focused on keeping everyone connected and unified as one team.

• Travel: Get ready to pack your bags and hit the road! For certain roles, travel is an exciting part of the job, with an anticipated travel commitment of up to 25%. So, if you have a passion for adventure and don't mind a little jet-setting, this opportunity could be your ticket to exploring new places while making a positive impact on clients.

• Flexibility: Do you have to take the dog to the vet, pick up the kids from school, or the in-laws from the airport? We know that a perfect 9-5 isn’t possible. So you have to jump out to do any of those, no problem! We build a culture of trust and understanding. We value good work not the hours in which you get it done

• Collaboration: You have a voice here!  If you work with a team of smart people like we do, it’s a no-brainer to take suggestions and feedback on how to keep the company thriving.  Our executive team holds town halls & company meetings where they address any suggestions or questions asked, no matter how big or small.

• Celebrate Often: We take our work seriously, but we don’t take ourselves too seriously. Whether it is an arm wrestling contest, costume party, or ugly holiday sweaters our teams love to have fun. And while we work hard, we don’t forget to slow down and celebrate the big things and the small things together.