AWS Technical Architect

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Requirements:

• Customer-facing contact center experience.
• Experience building integrations across WFM, CRM, and contact center solutions.
• Knowledge of communications protocols and APIs like WebRTC and SIP.
• Hands-on scripting/coding experience (e.g., Python, Java, C#, .NET, Node.js).
• Strong communication and presentation skills for engaging with executives, IT management, and customers.
• API integration experience.
• Troubleshooting and debugging skills.
• Experience with CloudFormation, Contact Flow Design, Lambda Integration, Lex Integration, and Call Center Routing.
• Proficient in documenting infrastructure requirements including networking and security.
• Knowledge of automation tools for software testing and deployment, such as Jenkins and GitLab CI/CD.
• Understanding of contact center architecture.
• Experience with infrastructure as code using AWS CDK and Terraform.
• Set up monitoring and logging for infrastructure components.
• Experience in technology/software sales, pre-sales, or consulting.
• Advanced knowledge of AWS services and cloud architecture.
• Familiarity with Salesforce Service Cloud.
• Knowledge of other contact center platforms (e.g., Genesys, Cisco, Avaya, Twilio).
• Experience with WorkForce Management solutions and outbound dialers.
• Knowledge of software development methodologies such as Agile and Scrum.
• AWS Cloud Practitioner Certification.
• AWS Developer Associate Certification or Professional level.
• AWS Solution Architect Certification or Professional level.
• Salesforce Certified Administrator.

Responsibilities:

• Ensure customer success in building and launching Amazon Connect solutions for NeuraFlash customers.
• Conduct technology assessment and audits to improve the agent experience and productivity.
• Facilitate business process reviews to identify customer requirements.
• Educate customers on the value proposition of AWS and participate in architectural discussions.
• Lead discovery for customers, helping build ROIs and delivering presentations.
• Translate customer requirements into contact center design leveraging AWS best practices.
• Mentor technical teams to ensure solutions are delivered on time and within budget.
• Act as liaison between technical teams and business stakeholders to manage expectations.
• Drive best practices in contact center design.
• Manage project and customer communications effectively.
• Deliver training and documentation for end users.
• Take lead on enterprise level projects with minimal direction.
• Engage in vision and strategy discussions with leadership.