AWS Technical Architect

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

📋 Description

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

• Perform technology evaluations and audits for transitioning to the AWS Connect CCaaS platform.

• Conduct business process assessments to understand customer requirements and workflows.

• Provide education on AWS services and engage in architectural conversations for cloud deployment.

• Lead customer discovery sessions, ROI analysis, presentations, and estimation of delivery timelines.

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

• Supervise and guide technical teams in delivering Salesforce and AWS Cloud solutions on schedule, within budget, and adhering to quality standards.

• Act as a bridge between technical teams and business stakeholders, managing expectations and priorities effectively.

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

• Oversee project communications and manage customer interactions.

• Provide training and documentation for end-users.

• Lead large-scale projects with minimal oversight from senior management.

• Facilitate strategic discussions on vision and strategy with contact center and customer service leadership.

⛳️ Requirements

• Experience in customer-facing contact center roles.

• Familiarity with building integrations across WFM, CRM, and contact center platforms.

• Knowledge of communication protocols and APIs including WebRTC and SIP.

• Proficient in scripting and coding with languages such as Python, Java, C#, .NET, or Node.js.

• Strong communication and presentation abilities with executives, IT management, and clients.

• Experience in API integration.

• Excellent troubleshooting and debugging capabilities.

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

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

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

• Understanding of contact center architecture.

• Experience with infrastructure as code using AWS CDK and Terraform.

• Ability to establish monitoring and logging systems and perform ongoing infrastructure maintenance.

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

• Advanced understanding of AWS services and cloud architectures.

• Familiarity with Salesforce and Salesforce Service Cloud.

• Knowledge of contact center products such as Genesys, Cisco, Avaya, or Twilio.

• Experience with Workforce Management systems.

• Understanding of outbound dialers and campaign management.

• Familiarity with Agile and Scrum methodologies.

• AWS Cloud Practitioner Certification.

• AWS Developer Associate Certification or Professional Certification.

• AWS Solution Architect Certification or Professional Certification.

• Salesforce Certified Administrator.

🏝️ Benefits

• Options for remote work.

• Flexible working arrangements available.

• Expected travel commitment of up to 25%.

• Participation in company town halls and meetings.

• Opportunities for team celebrations and social events.