Technical Architect, AWS

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

📋 Description

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

• Perform technology evaluations and audits to assess the transition to the AWS Connect CCaaS platform

• Conduct business process assessments to ascertain customer needs and workflows

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

• Lead customer discovery sessions, create project ROI cases, and present ROI estimates and findings

• Convert customer needs into contact center designs utilizing AWS services and adhering to best practices

• Supervise and guide technical teams in delivering Salesforce and AWS Cloud solutions punctually, within budget, and meeting quality standards

• Act as a liaison between technical teams and business stakeholders

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

• Manage project communications and customer interactions

• Provide end-user training and create documentation

• Lead enterprise-level projects with minimal guidance from senior management

• Facilitate vision and strategy discussions with contact center and customer service leaders

⛳️ 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 scripting/coding experience in languages such as Python, Java, C#, .NET, or Node.js

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

• Experience in API integrations

• Excellent troubleshooting and debugging capabilities

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

• Ability to comprehend and document infrastructure requirements and specifications, including resource types, networking, security, and compliance necessities

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

• Knowledge of contact center architecture

• Experience implementing infrastructure as code using AWS CDK and Terraform

• Capability to establish monitoring and logging for infrastructure components and carry out ongoing maintenance

• 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 such as Genesys, Cisco, Avaya, Twilio, or similar platforms

• Experience with Workforce Management solutions

• Background working with outbound dialers and campaign management

• Understanding of Agile and Scrum methodologies

• AWS Cloud Practitioner Certification

• AWS Developer Associate Certification or Professional level

• AWS Solution Architect Certification or Professional level

• Salesforce Certified Administrator

🏝️ Benefits

• Options for remote and in-person work

• Flexible work culture and hours

• Travel opportunities, with an expected travel commitment of up to 25% for specific roles

• Collaboration through town halls and company meetings

• Team celebrations and social events

• An equal employment opportunity and affirmative action employer

• Opportunities for veteran employment