Sr Amazon Connect Lead

Vivint Smart Home, Inc.Lindon, UT

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Overview

Schedule

Full-time

Career level

Director

Remote

On-site

Job Description

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 customer‑experience and operational goals.

Key Responsibilities

Platform Ownership & Strategy

Serve as the primary owner of the Amazon Connect ecosystem, overseeing governance, roadmap alignment, and long‑term 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 change‑management processes to ensure reliable deployments and minimal disruption.

Utilize Amazon Connect Features to Achieve Business Objectives

Leverage built‑in Amazon Connect capabilities (Contact Lens, analytics, AI features, supervisor tools, real‑time 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 root‑cause analysis and platform corrective action efforts.

Success Metrics

Stable and reliable Amazon Connect operations with minimal unplanned downtime.
Predictable, well‑governed release cycles.
Demonstrated cost savings or cost‑avoidance through usage governance.
Increased adoption of Amazon Connect features that improve CX and operational performance.
Strong vendor execution and cross‑functional 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.

Nearest Major Market: Salt Lake City

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FAQs About Sr Amazon Connect Lead Jobs at Vivint Smart Home, Inc.

What is the work location for this position at Vivint Smart Home, Inc.?

This job at Vivint Smart Home, Inc. is located in Lindon, UT, according to the details provided by the employer. Some roles may also include multiple work locations depending on the requirement.

What pay range can candidates expect for this role at Vivint Smart Home, Inc.?

Employer has not shared pay details for this role.

What employment applies to this position at Vivint Smart Home, Inc.?

Vivint Smart Home, Inc. lists this role as a Full-time position.

What experience level is required for this role at Vivint Smart Home, Inc.?

Vivint Smart Home, Inc. is looking for a candidate with "Director" experience level.

What is the process to apply for this position at Vivint Smart Home, Inc.?

You can apply for this role at Vivint Smart Home, Inc. either through Sonara's automated application system, which helps you submit applications 10X faster with minimal effort, or by applying manually using the direct link on the job page.