Sheila Smith is the Principal Amazon Connect Specialist for AWS in Canada and leads the Canadian Amazon Connect practice. She is responsible for establishing Amazon Connect as the contact center market leader in Canada. She has more than 20 years of experience in the contact center industry as a Product Specialist as well as an independent consultant. Customer focused, Sheila is always finding new and innovative ways to solve for customer’s contact centre challenges and enabling them to extend a differentiated level of customer experience.