Sr Amazon Connect Lead

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Welcome to the intersection of energy and home services. At NRG, we’re driven by our passion to create a smarter, cleaner and more connected future.

Vivint Smart Home, an NRG owned company, is a leading smart home company in the United States, dedicated to redefining the home experience with intelligent products and services. We find purpose in proactively protecting and keeping our customers connected to home, no matter where they are. Join the Smart Home team to create smarter, safer and more sustainable homes.

Role Summary

The Amazon Connect Manager owns Vivint’s cloud contact-center platform within AWS and is accountable for ensuring stability, scalability, cost efficiency, and continuous improvement. This leader drives adoption of Amazon Connect features to achieve business outcomes, oversees release and change management, and ensures the platform aligns with Vivint’s customerexperience and operational goals.

Key Responsibilities

Platform Ownership & Strategy

– Serve as the primary owner of the Amazon Connect ecosystem, overseeing governance, roadmap alignment, and longterm capability evolution.

– Partner across Care, Product, Engineering, Security, Finance, and vendor teams to ensure the platform meets Vivint’s operational and strategic needs.

Release & Change Management in AWS

– Lead structured release cycles, configuration changes, and environment management across AWS.

– Implement disciplined changemanagement processes to ensure reliable deployments and minimal disruption.

Utilize Amazon Connect Features to Achieve Business Objectives

– Leverage builtin Amazon Connect capabilities (Contact Lens, analytics, AI features, supervisor tools, realtime data) to improve CX and operational outcomes.

– Evaluate and introduce new Amazon Connect features aligned to strategic priorities.

Cost Management & Usage Optimization

– Monitor usage and consumption across all Amazon Connect services to prevent overspend.

– Implement guardrails, alerts, and forecasting practices to manage budget adherence.

Vendor & Partner Management

– Act as the primary liaison with AWS and NeuraFlash.

– Review SOWs, validate partner recommendations, and ensure technical alignment to Vivint standards.

Operational Reliability & Support Leadership

– Ensure platform stability, performance, and resilience through monitoring and incident response.

– Lead rootcause analysis and platform corrective action efforts.

Success Metrics

– Stable and reliable Amazon Connect operations with minimal unplanned downtime.

– Predictable, wellgoverned release cycles.

– Demonstrated cost savings or costavoidance through usage governance.

– Increased adoption of Amazon Connect features that improve CX and operational performance.

– Strong vendor execution and crossfunctional alignment.

NRG Energy is committed to a drug and alcohol-free workplace. To the extent permitted by law and any applicable collective bargaining agreement, employees are subject to periodic random drug testing, and post-accident and reasonable suspicion drug and alcohol testing. EOE AA M/F/Vet/Disability. Level, Title and/or Salary may be adjusted based on the applicant’s experience or skills.

Official description on file with Talent.

 

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