AWS Solution Architect

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Requirements:

• Customer-facing contact center experience.
• Experience building integrations across WFM, CRM, and contact center solutions.
• Experience with communications protocols and APIs such as WebRTC and SIP.
• Hands-on scripting/coding experience (e.g., Python, Java, C#, .NET, Node.js).
• Strong communication and presentation skills.
• API integration experience.
• Strong troubleshooting and debugging skills.
• Experience with CloudFormation, Contact Flow Design, Lambda Integration, Lex Integration.
• Knowledge of automation tools for software deployment (e.g., Jenkins, GitLab CI/CD).
• Contact Center architecture knowledge.
• Experience in technology/software sales, pre-sales, or consulting.
• Advanced knowledge of AWS services and cloud architecture.
• Familiarity with Salesforce Service Cloud.
• Knowledge of contact center products from other platforms (Genesys, Cisco, Avaya, Twilio, etc.).
• Experience with Workforce Management solutions.
• Experience working with outbound dialers and campaign management.
• Knowledge 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.

Responsibilities:

• Ensure customer success in building and launching Amazon Connect solutions for NeuraFlash customers.
• Conduct technology assessment and audits to identify the need to move to CCaaS AWS Connect Platform.
• Facilitate business process reviews to identify customer requirements.
• Educate customers on the value proposition of AWS and engage in architectural discussions.
• Lead discovery for customers, help build ROIs for projects and deliver presentations.
• Translate customer requirements into contact center design leveraging best practices.
• Oversee and mentor technical teams to ensure solutions are delivered successfully.
• Act as a liaison between technical teams and business stakeholders.
• Drive best practice contact center design into solutions.
• Manage all aspects of project and customer communications.
• Deliver customer end user training and documentation.
• Exercise independent judgment on enterprise level projects.
• Lead vision and strategy discussions with contact center leadership.