• Define the vision, strategy, and roadmap for the AWS Connect platform, aligning with business objectives and customer service goals. • Develop a phased migration plan, ensuring minimal disruption to operations while maximizing value realization. • Explore emerging contact center innovations and industry best practices to drive most relevant new experiences for member and agents • Define key performance indicators (KPIs) and success metrics to measure the impact of modernization efforts and effectiveness of new experiences. • Define repeatable business components which will deliver standardization across plans but flexibility for LOB specific needs. • Own prioritization of migration process from legacy telephony systems to AWS Connect, ensuring a smooth transition with minimal impact on customer service operations. • Work closely with engineering, cloud infrastructure, and operations teams to ensure the successful implementation and optimization of AWS Connect. • Partner with Customer Service, IT, Compliance, and Security teams to align business requirements, customer needs, and technical feasibility. • Communicate program progress, risks, and key updates to senior leadership and stakeholders, ensuring alignment with business objectives. • Identify opportunities to enhance the agent and customer experience by leveraging AWS Connect’s AI/ML, automation, and analytics capabilities. • Define and implement self-service capabilities, IVR enhancements, and omnichannel communication strategies to improve efficiency. • Monitor system performance, identify bottlenecks, and continuously optimize the telephony experience post-migration. • Ensure the migration meets compliance, security, and data privacy requirements, including PCI-DSS and other regulatory standards. • Proactively identify risks associated with the migration and develop mitigation strategies. • Implement best practices for call recording, quality monitoring, and data retention in AWS Connect.