AWS Technical Architect

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

📋 Description

• Ensure the success of customers in creating and launching Amazon Connect solutions for NeuraFlash clients.

• Conduct technology assessments and audits to determine the necessity (from both ROI and outcomes perspectives) of transitioning to the CCaaS AWS Connect Platform, enhancing agent experience and productivity.

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

• Educate clients on the value proposition of AWS and engage in comprehensive architectural discussions to guarantee that solutions are crafted for successful cloud deployment.

• Lead customer discovery sessions, assist clients in developing ROIs for their projects, and provide presentations and estimates for achieving that ROI.

• Convert customer requirements into contact center designs, utilizing best practices and other AWS services.

• Supervise and mentor technical teams, offering direction and support to ensure that the proposed solutions (on Salesforce and AWS Cloud) are delivered punctually, within budget, and meet specified quality standards.

• Serve as a bridge between technical teams and business stakeholders, articulating technical concepts clearly and managing expectations and priorities effectively.

• Promote best practice contact center design throughout all aspects of solution delivery.

• Manage all facets of project and customer communications efficiently.

• Provide training and documentation for end users.

• Exercise independent judgment and take the lead on enterprise-level projects with minimal guidance from senior management.

• Spearhead vision and strategy discussions with leadership and management in contact center and customer service sectors.

⛳️ Requirements

• Experience in customer-facing contact centers.

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

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

• Hands-on experience with scripting or coding (e.g., Python, Java, C#, .NET, Node.js).

• Strong communication and presentation skills, particularly comfortable speaking with executives, IT management, and customers.

• Experience in API integration.

• Excellent troubleshooting and debugging skills.

• 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.

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

• Understanding of contact center architecture.

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

• Ability to set up 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.

• 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 Certification or Professional Certification.

• Salesforce Certified Administrator.

🏝️ Benefits

• Remote & In-Person: Whether you work from our headquarters in Massachusetts, one of our regional hubs, or as part of the majority of 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 specific roles, travel is an exciting aspect of the job, with an anticipated commitment of up to 25%. If you enjoy adventure and don't mind a bit of jet-setting, this opportunity could allow you to explore new locations while positively impacting clients.

• Flexibility: Whether you need to take your dog to the vet, pick up your kids from school, or collect in-laws from the airport, we understand that a perfect 9-5 schedule isn’t always feasible. If you need to step out for any of these reasons, it’s no issue! We foster a culture of trust and understanding, valuing quality work over the hours spent achieving it.

• Collaboration: Your voice matters here! With a team of intelligent individuals, we welcome suggestions and feedback on how to keep NeuraFlash, Part of Accenture thriving. Our executive team conducts town halls and company meetings to address any suggestions or questions raised, regardless of their size.

• Celebrate Often: We take our work seriously, but not ourselves. Whether it’s an arm wrestling contest, costume party, or ugly holiday sweater day, our teams love to have fun. While we work hard, we make sure to slow down and celebrate both the big and small achievements together.