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 needs and workflows.

• Inform customers about the benefits of AWS and engage in architectural discussions.

• Lead the discovery process for clients and assist in creating ROI analyses for projects.

• Convert customer needs into contact center designs by applying industry best practices.

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

• Serve as a bridge between technical teams and business stakeholders.

• Promote optimal contact center design principles during solution delivery.

• Manage project communications and customer interactions effectively.

• Provide end-user training and documentation to customers.

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

⛳️ Requirements

• Experience in a customer-facing contact center environment.

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

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

• Hands-on experience with scripting/coding in languages such as Python, Java, C#, .NET, and Node.js.

• Excellent communication and presentation abilities, comfortable engaging with executives, IT management, and customers.

• Experience in API integration.

• Strong skills in troubleshooting and debugging.

• Knowledge of 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.

• Familiarity with automation tools and frameworks for building, testing, and deploying software, 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 efficient infrastructure deployment.

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

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

• Advanced knowledge of AWS services and cloud architecture.

• Familiarity with Salesforce and knowledge of Salesforce Service Cloud.

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

• Experience with Workforce Management solutions.

• Knowledge of outbound dialers and campaign management.

• Understanding of software development methodologies, including 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: Opportunity to work remotely or from the headquarters in Massachusetts.

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

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

• Collaboration: Executive team conducts town halls for feedback and engagement.

• Celebrate Often: Regular team events and celebrations of achievements.