COREY J. MILLER
Melbourne
Summary
Dynamic contact center transformation leader with over 17 years of experience driving teams through complex change initiatives. Proven track record in leading diverse groups of managers, analysts, and developers to enhance customer support, optimize operations, and achieve measurable business outcomes. Expertise in fostering collaboration and innovation to elevate service quality and operational efficiency. Committed to leveraging strategic insights to create impactful solutions that align with organizational goals.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Professional Services Senior Cloud Architect - Contact Center Transformation
Amazon Web Services
07.2024 - Current
- Contact Center Solutions leader focused on business value outcomes with technical transformative solutions
- Shaped large-scale customer modernization efforts by creating agentic assistants that simplify delivery, strengthen governance, and help enterprises adopt new contact center models faster.
- Pioneered innovative cloud-based solutions that streamline operations, enhance decision-making, and accelerate the adoption of cutting-edge contact center technologies across diverse industries.
- Professional Services | Florida Virtual
Professional Services Amazon Connect Center of Delivery Excellence Delivery Leader
Amazon Web Services
11.2021 - 07.2024
- Handpicked to establish a new Center of Excellence centered on transforming customer contact experiences through scalable Amazon Connect delivery.
- - Developed delivery methods and working practices that strengthen global Amazon Connect transformation efforts
- - Participated in the migration health panel, sharing experience in Amazon Connect transformation, product insights, and change support for customers shifting to modern contact center solutions
- Member of Shared Delivery Team working to understand problems, develop solutions and deliver customer MVPs
- Led the most complex Amazon Connect delivery in Professional Services history. Over 450+ contact flows, 200+ consultants, 18 months, +10K agents and 39 global business units for one of the largest airlines in the world
- Planned 7-week engagement delivery of a cloud-based multi-account management system in a non-production environment; established Miro-hosted backlog and sprint planning event; developed 3 epics/9 user stories/49 child tasks; finalized scalable cloud environment for 3rd-largest call center firm in the world.
- Organized 12-week SCADA project for IoT architecture and web application launch; developed four-workstream execution plan, managed $419K budget & 6 technical consultants; delivered results on time & under budget.
- Professional Services | Florida Virtual
Global Information Protection Fellow
Amgen
08.2021 - 11.2021
- Scrum master & agile coach on a team delivering customer-focused, value-driven, iterative solutions.
- Led project team developing secure file transfer protocol; reviewed business requirements document and developed 48 user stories; project will enable B2B capability for legal review of external business partners.
- Solved need for a virtual environment to onboard new agile project teams; developed an immersive portal with 28-day spin-up cycle for training, intros & collaboration; teams ready to deliver value & increase velocity day 1.
Senior Project Manager
U.S. Air Force
08.2018 - 07.2021
- Led projects in security, information systems, and human resource management for a 3,500-person organization.
- Scrum Master for community’s response to the COVID-19 global pandemic; provided leadership and agile development to 4 separate teams; delivered customer-focused safety protocols after eight sprint iterations.
- Oversaw solution to human resource management problem; team developed a customizable evaluation product for quantifying performance statements; exported to cloud platform; 27% reduction in review time.
Senior Enlisted Leader
United States Air Force
08.2012 - 08.2015
- Provided strategic plotting and navigation for warfare areas.
- Memorized Air Force Security and Antiterrorism policies and led training for company personnel.
- Looked after weapons by scheduling and performing organizational and preventive maintenance.
- Dealt with inter-company conflicts to remove obstacles to troop readiness.
Education
Master of Science (M.S.) - Computer Science, Information Security and Assurance
Norwich University
01.2017
Bachelor of Arts (B.A.) - Criminal Justice
American Military University
01.2014
Skills
- Office Software Microsoft Office Suite 365, Teams and SharePoint
- Project Management Software Microsoft Project, Office Timeline, Trello, Jira, Miro, ADO, Asana
- Global Communications Software Slack, Zoom, WebEx, Chime and GoToMeeting
- Cloud architecture design
- Disaster recovery planning
- Performance optimization
- Stakeholder communication
- Automation tools
- Cost management
- Interpersonal skills
- Verbal and written communication
- Problem-solving aptitude
- Teamwork
- Relationship building
Certification
- Project Management Professional (PMP) | Certification | Project Management Institute ('21, '24)
- Agile Certified Practitioner (PMI-ACP) | Certification | Project Management Institute ('21, '24)
- Professional Scrum Master Level I (PSM1) | Certification | Scrum.org ('21)
- Certified Scrum Product Owner (CSPO) | Certification | Scrum Alliance ('23)
- AWS Solutions Architect Digital Badge | Digital Badge | Amazon Web Services ('24)
- Agile Hybrid Project Pro | Micro-Certification | PMI ('23)
- Business Administration Specialist | Superbadge | Salesforce ('21)
- Certified Cloud Practitioner | Certification | Amazon Web Services ('21, '24)
- Lean Six Sigma Green Belt | Certification | US Air Force ('09)
- Solutions Architect - Associate | Certification | Amazon Web Services (Pending '22)
- Certified AI Practitioner | Certification | Amazon Web Services ('26)
Timeline
Professional Services Senior Cloud Architect - Contact Center Transformation
Amazon Web Services
07.2024 - Current
Professional Services Amazon Connect Center of Delivery Excellence Delivery Leader
Amazon Web Services
11.2021 - 07.2024
Global Information Protection Fellow
Amgen
08.2021 - 11.2021
Senior Project Manager
U.S. Air Force
08.2018 - 07.2021
Senior Enlisted Leader
United States Air Force
08.2012 - 08.2015
Bachelor of Arts (B.A.) - Criminal Justice
American Military University
Master of Science (M.S.) - Computer Science, Information Security and Assurance
Norwich University