Mackenzie is the Global Startup Evangelist at AWS. His days are spent traveling the globe to meet startups, share their stories, and connect engineering teams together. Every day there are a large number of startups launching on AWS across every imaginable industry. It’s Mackenzie’s mission to find stories of startups that are helping to improve the world and share these stories with a wide audience.
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Prior to joining AWS, Mackenzie was the Head of Technical Operations at Betterment, the world’s largest independent robo-advisor based in NYC which manages over $8B in assets. Mackenzie was a founding engineer and Head of Technical Operations at Oscar Health, an insurance startup also based in NYC, helping to grow the company to over 400+ employees.
For many businesses, contact centre is a mission critical application—a primary tool for managing interactions between customers and support staff. Join us for the Q1 Amazon Connect User Group (ACUG) meetup to learn from Amazon Connect customer Manulife, an international financial services group, as they walk through how they migrated their contact centre in 12 weeks to drive real business outcomes with Amazon Connect. You'll leave inspired and ready to leverage Amazon Connect features for your contact centre.
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Whether you're brand new to Amazon Connect or are more experienced, this event is ideal for business and technical decision makers responsible for customer service and support desk demands within the contact centre, including:
* Line of business stakeholders
* IT decision makers
* Contact centre configuration and management roles
Jason Colwell - Manulife Value Stream Owner, Contact Centre Transformation
Jason has been a valued member of the Manulife team for 25 years. During this time, he has held many different roles across most lines of business in back-office operations, contact centres or projects. For the past 13 years Jason has lead Contact Centre & Workforce Management teams, as well as key transformational projects that have been focused on implementation of new tools, capabilities and features all in an effort to improve both customer and agent experience. Jason has successfully led a series of large scale implementations of Salesforce Service Cloud, as well as Manulife’s most recent Amazon Connect implementations.Â
Bruce Mitchell - Manulife Technical Product Owner, Voice Technologies, Canada Technology Functions
Bruce has held a number of positions during his 32 year career at Manulife, including developer, technical consultant, architect, and most recently technical product owner. He has been involved with contact centres for the past 10 years, initially responsible for the implementation and support of Salesforce Service Cloud before recently turning his attention to delivering Amazon Connect. Bruce has twice received Manulife’s distinguished global Stars of Excellence award and holds an Honors Bachelor of Mathematics degree in Computer Science from the University of Waterloo.
The Amazon Connect User Group (ACUG) is an open forum for Amazon Connect builders, customers, and enthusiasts to connect with peers with a focus on collaborating and sharing knowledge, resources, and best practices. The ACUG has over 470 members from around the world. We meet virtually each quarter and feature Customer Stories as well as technical-focused and business-focused topics on Amazon Connect features, presented by our AWS Amazon Connect Solution Architect, Service, and Go-to-Market teams.
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