AWS Technical Architect

This is a fully remote position, open to applicants in California, +8 more states.

📋 Description

• Ensure customer success by assisting NeuraFlash clients in building and launching Amazon Connect solutions.

• Perform technology assessments and audits to determine the necessity of transitioning to the CCaaS AWS Connect Platform, enhancing agent experience and efficiency.

• Conduct business process reviews to ascertain customer requirements and workflows.

• Educate clients on the advantages of AWS and engage in in-depth architectural discussions to guarantee that solutions are crafted for successful cloud deployment.

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

• Convert customer requirements into contact center designs by 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 managing expectations and priorities.

• Promote best practice contact center design in all facets of solution delivery.

• Efficiently manage all phases of project and client communications.

• Provide customer end-user training and documentation.

• Exercise independent judgment and take a leading role in enterprise-level projects with minimal oversight from senior management.

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

⛳️ Requirements

• Experience in customer-facing contact center environments.

• Proven track record of building integrations across WFM, CRM, and contact center solutions.

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

• Proficient in hands-on scripting/coding (e.g., Python, Java, C#, .NET, Node.js).

• Strong communication and presentation skills with a high comfort level when engaging with executives, IT management, and customers.

• Experience in API integration.

• Solid troubleshooting and debugging abilities.

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

• Proficient in understanding and documenting infrastructure requirements and specifications, including resource types, networking, security, and compliance needs.

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

• Understanding of contact center architecture.

• Experience implementing infrastructure as code using AWS Cloud Development Kit (CDK) and Terraform for consistent and efficient infrastructure deployment.

• Ability to set up monitoring and logging for infrastructure components and perform ongoing maintenance to ensure optimal performance and availability.

• Experience 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.

• Experience 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

• Remote & In-Person: Whether you choose to work from our headquarters in Massachusetts, one of our regional hubs, or as part of the majority of NeuraFlash, a part of the Accenture family, who work remotely, we prioritize keeping everyone connected and unified as one team.

• Travel: Prepare to pack your bags! For certain positions, travel is an exciting aspect of the job, with an anticipated commitment of up to 25%. If you love adventure and enjoy exploring new places while positively impacting clients, this opportunity could be your ticket.

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

• Collaboration: Your voice matters! Working alongside a team of intelligent individuals, we embrace suggestions and feedback to ensure NeuraFlash, a part of Accenture, thrives. Our executive team conducts 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 contest, a costume party, or wearing ugly holiday sweaters, our teams love to have fun. While we work hard, we also make it a point to celebrate both the significant and the small achievements together.