Project Consultant

Job Title: Project Consultant

Job DescriptionThis role offers an exciting opportunity for an experienced Project Consultant with deep AWS Connect and contact centre expertise to lead complex customer experience (CX) transformation and implementation projects. Sitting between traditional project management and technical consulting, you will oversee end-to-end delivery of AWS Connect programmes, coordinating technical teams, managing stakeholders, and ensuring solutions meet customer requirements and programme objectives.

This role requires someone technical enough to sit with a customer during a pre-sales/bid conversation, discuss how an AWS Connect solution could work and demonstrate a credible understanding of the technology, while ultimately being responsible for delivery.

Responsibilities

• Lead AWS Connect implementation and CX transformation projects from inception through to successful completion.
• Own project planning activities, including defining scope, timelines, milestones, and resource requirements.
• Manage projects through implementation, transition, and handover into steady-state operation.
• Work closely with AWS Connect Solution Architects and engineering teams to ensure technical designs align with business objectives.
• Develop, maintain, and manage detailed delivery plans, tracking progress against key milestones and deliverables.
• Identify, manage, and mitigate project risks, issues, and dependencies, ensuring appropriate governance and controls are in place.
• Engage directly with customers to gather, clarify, and validate business and technical requirements.
• Translate customer requirements into practical, deliverable solutions in collaboration with technical teams.
• Coordinate the integration of wider contact centre technologies, including workforce management, workforce optimisation, IVR, and diallers.
• Manage internal and third-party technical resources to ensure effective collaboration and timely delivery.
• Ensure all delivery activities remain aligned to overall programme timescales, budgets, and agreed customer outcomes.
• Provide regular status reporting to stakeholders, highlighting progress, risks, issues, and mitigation plans.
• Champion best practices in project and programme management across AWS Connect and contact centre initiatives.
• Maintain clear communication channels between customers, technical teams, and other stakeholders throughout the project lifecycle.

Essential Skills

• Significant hands-on delivery experience across AWS Connect programmes, including complex implementations and transformations.
• Proven track record of delivering multiple successful AWS Connect implementations in production environments.
• Strong knowledge of contact centre and customer experience (CX) environments, including operational processes and performance drivers.
• experience working with surrounding contact centre technologies such as workforce management (WFM), workforce optimisation (WFO), interactive voice response (IVR), and diallers.
• Demonstrable technical project and programme management skills, including planning, governance, risk management, and reporting.
• Strong customer-facing experience, with the ability to engage, influence, and manage stakeholders at multiple levels.
• Ability to operate effectively in a role that blends project management and technical consulting responsibilities.
• experience working within cloud-based environments, particularly AWS and a focus on AWS Connect and contact centre solutions.
• Excellent communication skills, with the ability to explain technical concepts in clear, business-friendly language.
• Strong organisational skills and attention to detail, with the ability to manage multiple workstreams and priorities.

Additional Skills & Qualifications

• experience with Cisco contact centre technologies.
• experience with Genesys contact centre platforms.
• Exposure to AI and agentic AI solutions within contact centre environments.
• Broader knowledge of the AWS ecosystem beyond AWS Connect.
• experience in consultancy environments, providing advisory and delivery services to customers.
• Demonstrated ability to build and maintain strong stakeholder relationships.
• Familiarity with cloud-based telephony and omnichannel customer engagement solutions.
• Any relevant project management certifications or training would be advantageous.

Location: Reading, UK