AWS Solution Architect

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

📋 Description

• Ensure customer success by assisting in the development and implementation of Amazon Connect solutions for NeuraFlash, part of Accenture's clientele.

• Perform technology assessments and audits to determine the necessity (from an ROI and outcomes standpoint) of transitioning to the CCaaS AWS Connect Platform, enhancing agent experience and productivity.

• Facilitate reviews of business processes to pinpoint customer needs and workflows.

• Educate clients on the advantages of AWS while engaging in comprehensive architectural discussions to guarantee that solutions are architected for effective deployment in the cloud.

• Lead customer discovery sessions, aid in constructing ROIs for projects, and provide presentations and estimates for achieving that ROI.

• Convert customer needs into contact center designs by utilizing best practices and other AWS services.

• Guide and mentor technical teams, offering support to ensure that the proposed solution (on Salesforce and AWS Cloud) is delivered punctually, within budget, and meets quality standards.

• Serve as a bridge between technical teams and business stakeholders, articulating technical concepts clearly and managing expectations and priorities.

• Promote best practice contact center designs in every facet of solution delivery.

• Efficiently manage all facets of project and customer communications.

• Provide end-user training and documentation for customers.

• Utilize independent judgment and take the lead on enterprise-level projects with minimal oversight from senior management.

• Spearhead vision and strategy discussions with leadership and management in contact center and customer service.

⛳️ Requirements

• Experience in customer-facing contact centers.

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

• Familiarity with communication protocols and APIs, including WebRTC and SIP.

• Hands-on experience with scripting/coding (e.g., Python, Java, C#, .NET, Node.js).

• Strong communication and presentation skills, with comfort in engaging with executives, IT management, and customers.

• Experience with API integrations.

• Proficient troubleshooting and debugging skills.

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

• Familiarity with automation tools and frameworks for software development, such as Jenkins, GitLab CI/CD, and CodeDeploy.

• Understanding of contact center architecture.

• Background in technology/software sales, pre-sales, or consulting.

• Advanced knowledge of AWS services and cloud architecture.

• Familiarity with Salesforce and Salesforce Service Cloud.

• Knowledge of contact center products from other platforms (Genesys, Cisco, Avaya, Twilio, etc.).

• Experience with Workforce Management solutions.

• Familiarity with outbound dialers and campaign management.

• Understanding of software development methodologies, such as Agile and Scrum.

• AWS Cloud Practitioner Certification.

• AWS Developer Associate Certification or Professional.

• AWS Solution Architect Certification or Professional.

• Salesforce Certified Administrator.

🏝️ Benefits

• Options for remote and in-person work.

• Travel commitment of up to 25%.

• Flexible working arrangements.

• Collaborative workplace culture.

• Recognition of achievements.