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Sheila Smith is the Principal Amazon Connect Specialist for AWS Canada, where she leads the Canadian Amazon Connect practice with a mission to establish Amazon Connect as the premier AI-powered customer experience platform in the Canadian market. With over two decades of expertise in the contact center industry, Sheila is focused on helping organizations harness the power of Agentic AI to transform how they engage with customers — moving from reactive service models to intelligent, autonomous orchestration across channels and lines of business.
Throughout her career, Sheila has served as both a Product Specialist and independent consultant, developing deep insights into the evolving needs of modern contact centers. Prior to joining AWS, she successfully led Cisco Canada’s contact center practice, where she built a reputation for delivering transformative solutions that drive measurable business outcomes.
Known for her customer-first approach, Sheila excels at identifying innovative strategies to address complex CX challenges. She partners with organizations across Canada to build AI-driven solutions that not only meet immediate needs but position them to deliver proactive, personalized, and differentiated customer experiences at scale.