AWS Solutions Architect

📋 Description

• Ensure customer success through the development and launch 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.

• Inform customers about the value proposition of AWS, engaging in detailed architectural discussions to guarantee that solutions are crafted for successful cloud deployment.

• Lead customer discovery sessions, assist in constructing ROIs for projects, and deliver presentations along with estimates for achieving that ROI.

• Convert customer requirements into contact center design, utilizing best practices and other AWS services.

• Supervise and mentor technical teams, offering guidance and 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 understandably while managing expectations and priorities.

• Propel best practice contact center design into every facet of solution delivery.

• Effectively oversee all dimensions of project and customer communications.

• Provide customer end-user training and documentation.

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

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

⛳️ Requirements

• Experience in customer-facing contact centers.

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

• Familiarity with communications protocols and APIs such as WebRTC and SIP.

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

• Strong communication and presentation skills with a high level of comfort speaking to executives, IT management, and customers.

• Experience with API integration.

• Excellent troubleshooting and debugging abilities.

• Familiarity with CloudFormation, Contact Flow Design, Lambda Integration, Lex Integration, and Call Center Routing.

• Knowledge of automation tools and frameworks for building, testing, and deploying software, 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 across various platforms (Genesys, Cisco, Avaya, Twilio, etc.).

• Experience with WorkForce Management solutions.

• Experience in working with outbound dialers and campaign management.

• Knowledge 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.

• Fluency in English.

• Willingness to travel internationally.

🏝️ Benefits

• Remote & In-Person: Whether you choose to work from our headquarters in Massachusetts, one of our regional hubs, or as part of the over half of our NeuraFlash, part of Accenture Family who work remotely, we're dedicated to keeping everyone connected and unified as one team.

• Travel: Prepare to hit the road! For certain roles, travel is an exciting aspect of the job, with an expected travel commitment of up to 25%. If you love adventure and enjoy a bit of jet-setting, this opportunity could be your chance to explore new places while positively impacting clients.

• Flexibility: Have to take the dog to the vet, pick up the kids from school, or the in-laws from the airport? We understand that a perfect 9-5 isn't always feasible. So, if you need to step out for any of these reasons, no problem! We cultivate a culture of trust and understanding, valuing the quality of work over the hours spent.

• Collaboration: Your voice matters here! With a team of intelligent individuals, we actively seek suggestions and feedback on how to keep NeuraFlash, part of Accenture thriving. Our executive team holds town halls and company meetings to address any suggestions or questions, regardless of their size.

• Celebrate Often: We take our work seriously, but we don’t take ourselves too seriously. Whether it’s an arm wrestling match, a costume party, or ugly holiday sweaters, our teams love to have fun. While we work hard, we also remember to slow down and celebrate both the big and small achievements together.