AWS Technical Architect

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 (e.g., python, java, c#, .NET, Node.js) Communication and presentation skills API integration experience Strong troubleshooting and debugging skills Experience with Cloudformation, Contact Flow Design, Lambda Integration, Lex Integration, and Call Center Routing Proficient in understanding and documenting infrastructure requirements and specifications Knowledge of automation tools and frameworks Contact Center architecture knowledge Experienced in implementing infrastructure as code using AWS Cloud Development Kit (CDK) and Terraform Capable of setting up monitoring and logging for infrastructure components Experience in technology/software sales, pre-sales, or consulting Advanced knowledge of AWS services and cloud architecture Salesforce knowledge and familiarity with Salesforce Service Cloud Contact center product knowledge of 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

Ensure customer success in building and launching Amazon Connect solutions Conduct technology assessment and audits Facilitate business process reviews Educate customers on the value proposition of AWS Participate in deep architectural discussions Lead discovery for customers Help customers build ROIs for projects Deliver presentations and estimates Translate customer requirements into contact center design Oversee and mentor technical teams Act as a liaison between technical teams and business stakeholders Drive best practice contact center design Manage all aspects of project and customer communications Deliver customer end user training and documentation Exercise independent judgment and take the lead role on enterprise level projects Lead vision and strategy discussions with contact center and customer service leadership