AWS Technical Architect

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

📋 Description

• Ensure customer success by developing and launching Amazon Connect solutions for NeuraFlash, a part of Accenture's clientele.

• Conduct assessments and audits of technology to determine the need for transitioning to the CCaaS AWS Connect Platform, enhancing agent experience and productivity.

• Facilitate reviews of business processes to ascertain customer requirements and workflows.

• Educate clients about AWS's value proposition and engage in in-depth architectural discussions to guarantee that solutions are tailored for successful cloud deployment.

• Lead discovery sessions for clients, assist in constructing ROIs for projects, and deliver presentations along with estimates to achieve 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 the proposed solution (on Salesforce and AWS Cloud) is delivered punctually, within budget, and meeting quality standards.

• Serve as a bridge between technical teams and business stakeholders, articulating technical concepts in a clear and comprehensible way, while managing expectations and priorities.

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

• Efficiently manage all aspects of project and customer communication.

• Provide end-user training and documentation for customers.

• Exercise independent judgment, taking a leading role on enterprise-level projects with minimal guidance from senior management.

• Lead vision and strategy discussions with leaders in contact center and customer service management.

⛳️ Requirements

• Experience in a customer-facing contact center role.

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

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

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

• Strong communication and presentation skills, comfortable interacting with executives, IT management, and clients.

• Experience in API integration.

• Excellent troubleshooting and debugging abilities.

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

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

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

• Knowledge of contact center architecture.

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

• Capable of establishing monitoring and logging for infrastructure components and performing ongoing maintenance for 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 Salesforce Service Cloud.

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

• Experience with Workforce Management solutions.

• Experience in working 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 are based in our Massachusetts HQ, one of our regional hubs, or among the majority of our NeuraFlash, part of Accenture family who work remotely, we prioritize keeping everyone connected and unified as one team.

• Travel: Prepare to pack your bags and travel! For certain positions, travel is an exciting aspect of the job, with an expected commitment of up to 25%. If you have a passion for adventure and are open to 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 fetch the in-laws from the airport? We understand that a perfect 9-5 schedule isn’t always feasible. Feel free to step out for any of these commitments; we foster a culture of trust and understanding. We value the quality of work, not just the hours you put in.

• Collaboration: Your voice matters here! If you work with a team of talented individuals like we do, it's natural to consider suggestions and feedback to keep NeuraFlash, part of Accenture thriving. Our executive team holds town halls and company meetings where they address any questions or suggestions, regardless of their size.

• Celebrate Often: We take our work seriously, but we also believe in having fun. Whether it's an arm wrestling contest, costume party, or an ugly holiday sweater day, our teams love to celebrate. While we work hard, we also make sure to pause and enjoy both the big and small achievements together.