AWS Solution Architect

This is a fully remote position, open to applicants in Canada.

📋 Description

• Ensure customer success in the development and implementation of Amazon Connect solutions

• Perform technology assessments and audits to assess migration to the AWS Connect CCaaS platform

• Facilitate reviews of business processes to uncover customer requirements and workflows

• Educate clients on the value propositions of AWS and engage in architectural discussions

• Lead customer discovery sessions, create project ROI cases, and present ROI estimates and presentations

• Convert customer requirements into contact center designs utilizing AWS services and best practices

• Supervise and guide technical teams to deliver Salesforce and AWS Cloud solutions promptly, within budget, and adhering to quality standards

• Act as a liaison between technical teams and business stakeholders, managing expectations and priorities

• Promote best-practice contact center design throughout the solution delivery process

• Manage communications with projects and customers

• Provide end-user training and documentation

• Oversee enterprise-level projects with minimal oversight from senior management

• Lead discussions on vision and strategy with leadership in contact center and customer service

⛳️ Requirements

• Experience in customer-facing contact center roles

• Proven experience in building integrations across WFM, CRM, and contact center solutions

• Familiarity with communication protocols and APIs such as WebRTC and SIP

• Practical scripting/coding experience in languages such as Python, Java, C#, .NET, or Node.js

• Excellent communication and presentation skills for engaging with executives, IT management, and customers

• Experience with API integration

• Strong skills in troubleshooting and debugging

• Knowledge of CloudFormation, Contact Flow Design, Lambda Integration, Lex Integration, and Call Center Routing

• Understanding of automation tools and frameworks like Jenkins, GitLab CI/CD, and CodeDeploy

• Familiarity with contact center architecture

• Experience in technology/software sales, pre-sales, or consulting roles

• Advanced understanding of AWS services and cloud architecture

• Knowledge of Salesforce and familiarity with Salesforce Service Cloud

• Understanding of contact center products, including platforms such as Genesys, Cisco, Avaya, or Twilio

• Experience with Workforce Management solutions

• Experience in managing outbound dialers and campaign management

• Knowledge of Agile and Scrum software development methodologies

• AWS Cloud Practitioner Certification

• AWS Developer Associate Certification or Professional level

• AWS Solution Architect Certification or Professional level

• Salesforce Certified Administrator

🏝️ Benefits

• Opportunities for remote work

• Flexible working arrangements

• Travel opportunities, with an expected travel commitment of up to 25% for certain positions

• Collaboration through executive town halls and company-wide meetings

• Company celebrations and team events