Capability Lead - Amazon Connect

THUNDER | JOB DESCRIPTION

Capability Lead - Amazon Connect Practice

Location: Remote, United States

Role Summary

We’re looking for a dynamic, strategic leader to continue leading Thunder’s Contact Center practice focusing on Amazon Connect! This role is ideal for someone with deep experience in Amazon Connect, Service Cloud voice, and Contact Center operations — and a passion for building high-performing teams and delivering impactful solutions.

This role leads a team of architects and specialists while overseeing cross-cloud Salesforce and AWS technology delivery, pre-sales engagements, and operational excellence. You will help guide Thunder’s Amazon Connect strategy including integration with Salesforce Service Cloud Voice, enhance market presence, and collaborate closely with Sales, Delivery, and our Amazon partnerships team to ensure projects are won, staffed, and delivered successfully.

As a Capability Lead, you will drive innovation, mentor talent, and shape the Amazon Connect strategy while remaining hands-on in solution delivery.

Responsibilities:

• Delivery Excellence &  Leadership
  • Lead high-quality implementations centered on Amazon Connect including integrations with Salesforce Service Cloud Voice
  • Drive technical delivery governance and maintain strong client relationships at the executive level, serving as a technical advisor for project health, risks, and escalations
  • Mentor and manage a growing team of Solution Architects, maintaining delivery standards and ensuring scalable, secure, and reliable implementations
  • Partner with the Delivery and Innovation teams to develop reusable assets, accelerators, and best practices
  • Support internal enablement, training sessions, and technical upskilling
  • Ensure proper staffing and resource allocation for contact center and AWS-related projects
• GTM & Account Growth
  • Define and communicate the go-to-market (GTM) approach for the Amazon Connect Practice
  • Cultivate executive relationships and lead strategic conversations to uncover new consulting opportunities for Thunder’s Salesforce, AWS, Managed Services (Amplify), and Enablement and Training offerings
  • Partner with Thunder Client Directors and Salesforce AEs on account growth, scoping, proposals, and expansion strategies
  • Partner with Sales to ensure detailed account planning, helping lead QBRs and Executive Steering Committee Meetings
  • Drive strategic offerings (e.g, Vision Mapping & Goal Setting, Roadmapping) in both a presales & delivery capacity
  • Partner closely with Amazon Connect and AWS partner teams to strengthen joint offerings and co-sell motions
  • Represent Thunder at key Salesforce and AWS events (reInvent, Dreamforce, World Tours, QBRs, etc.)

Qualifications:

• 4-6+ years of hands-on Amazon Connect architecture and delivery experience. (Experience with Salesforce and Service Cloud Voice a plus)
• 3-4+ years in a leadership or delivery director-type role, with demonstrated mentorship and team-building experience
• Proven background in Contact Center strategy, operations, and technical enablement
• Experience supporting pre-sales and estimating AWS consulting engagements
• Experience leading or being a key contributor in a profitable AWS practice, setting strategic vision, and achieving aggressive growth targets
• Strong market intelligence, focusing on creating and executing successful growth strategies
• Demonstrated exceptional ability to communicate effectively and form lasting relationships across internal teams, partners, and clients, from C-suite level to architect
• Ability to establish key relationships and position oneself as a thought leader
• Demonstrated commitment to collaboration across all Thunder layers to support Thunder’s strategic vision and success
• Experience with AWS certifications, particularly related to Amazon Connect
• Bachelor’s degree required; Master’s degree preferred.
• Travel required (up to 25-50%) as necessary

Why Thunder? Because You Deserve More Than Just a Job.

• A Culture of Builders – We’re a remote-first, global team of curious, collaborative problem-solvers. You’ll have the opportunity to refine processes, solve challenges, and help shape the future of Salesforce and Amazon consulting. If you’re excited to build, innovate, and grow, you’ll fit right in.
• Forge Your Own Path – At Thunder, you’re not just filling a role—you’re shaping it. Whether it’s jumping into presales, re