AWS Technical 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 for clients.

• Perform technology assessments and audits to determine the necessity of transitioning to the CCaaS AWS Connect Platform.

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

• Provide education to clients on the advantages of AWS and engage in architectural discussions.

• Lead customer discovery sessions and assist in creating return on investment (ROI) analyses for projects.

• Convert customer requirements into contact center designs utilizing industry best practices.

• Supervise and guide technical teams to guarantee timely delivery and adherence to quality standards.

• Serve as the intermediary between technical teams and business stakeholders.

• Promote best practice contact center designs in solution delivery.

• Efficiently manage communications between projects and customers.

• Provide end-user training and create documentation for customers.

• Take a leading role in enterprise-level projects with minimal supervision.

⛳️ Requirements

• Experience in customer-facing contact center roles.

• Proven track record in building integrations across workforce management, customer relationship management, and contact center solutions.

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

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

• Strong communication and presentation abilities with a high level of comfort engaging with executives, IT management, and clients.

• Experience in API integrations.

• Excellent troubleshooting and debugging skills.

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

• Able to understand and document infrastructure requirements and specifications, including resource types, networking, security, and compliance needs.

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

• Understanding of contact center architecture.

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

• Capable of establishing monitoring and logging for infrastructure components and conducting ongoing maintenance for optimal performance and availability.

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

• Advanced understanding 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.

• Knowledge of software development methodologies such as Agile and Scrum.

• AWS Cloud Practitioner Certification.

• AWS Developer Associate or Professional Certification.

• AWS Solution Architect Associate or Professional Certification.

• Salesforce Certified Administrator.

🏝️ Benefits

• Remote & In-Person: Work from home or at our headquarters in Massachusetts.

• Travel: Expected travel commitment of up to 25% for specific roles.

• Flexibility: A culture of trust that accommodates personal commitments.

• Collaboration: The executive team conducts town halls for feedback.

• Celebrate Often: Team events and celebrations of accomplishments.