AWS Technical Architect

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

📋 Description

• Ensure customer success in the development and deployment of Amazon Connect solutions.

• Conduct assessments and audits to evaluate the migration to the AWS Connect CCaaS platform.

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

• Educate clients on the value propositions of AWS and engage in architectural discussions.

• Lead customer discovery sessions, develop project ROI analyses, and present ROI estimates and presentations.

• Transform customer requirements into contact center designs utilizing AWS services and best practices.

• Supervise and mentor technical teams to deliver Salesforce and AWS Cloud solutions on schedule, within budget, and adhering to quality standards.

• Act as a liaison between technical teams and business stakeholders, conveying technical concepts and managing expectations and priorities.

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

• Manage project and customer communications effectively.

• Provide training and documentation for end-users.

• Lead enterprise-level projects with minimal oversight from senior management.

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

⛳️ Requirements

• Experience in customer-facing contact center roles.

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

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

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

• Strong communication and presentation skills for interactions with executives, IT management, and customers.

• Experience in API integration.

• Excellent troubleshooting and debugging capabilities.

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

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

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

• Knowledge of contact center architecture.

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

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

• 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 such as Genesys, Cisco, Avaya, Twilio, or equivalent platforms.

• Experience with Workforce Management solutions.

• Familiarity with outbound dialers and campaign management.

• Understanding of Agile and Scrum methodologies.

• AWS Cloud Practitioner Certification.

• AWS Developer Associate Certification or Professional.

• AWS Solutions Architect Certification or Professional.

• Salesforce Certified Administrator.

🏝️ Benefits

• Options for remote work.

• Flexible working arrangements.

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

• Company town halls and meetings.

• Team celebrations and social events.