AWS Technical Architect

📋 Description

• Ensure customer success in building and launching Amazon Connect solutions for NeuraFlash customers
• Conduct tech assessments to move customers to CCaaS AWS Connect, improving agent productivity
• Facilitate business process reviews to identify customer requirements and processes
• Educate customers on AWS value; participate in architecture discussions for cloud deployment
• Lead discovery, help build ROIs, and present ROI estimates
• Translate requirements into contact center design using AWS services
• Oversee and mentor technical teams to deliver Salesforce and AWS Cloud solutions on time and budget
• Liaise between technical teams and business stakeholders; manage expectations
• Drive best-practice contact center design across solution delivery
• Manage all project and customer communications
• Deliver end-user training and documentation
• Exercise independent judgment; lead enterprise projects with minimal direction
• Lead vision and strategy discussions with contact center leadership

🎯 Requirements

• Customer-facing contact center experience
• Experience building integrations across WFM, CRM, and contact center solutions
• Experience with WebRTC and SIP APIs
• Hands-on scripting/coding (Python, Java, C#, .NET, Node.js)
• Strong communication and presentation skills with executives and IT management
• API integration experience
• Strong troubleshooting and debugging skills
• Experience with CloudFormation, Contact Flow Design, Lambda, Lex, and Call Center Routing
• Understand/infrastructure requirements incl. networking, security, and compliance
• Automation tools/CI/CD: Jenkins, GitLab CI/CD, CodeDeploy
• Contact Center architecture knowledge
• IaC with AWS CDK and Terraform
• Monitoring and logging setup and ongoing maintenance
• 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 with outbound dialers and campaign management
• Knowledge of Agile and Scrum
• AWS Cloud Practitioner Certification
• AWS Developer Associate Certification or Professional
• AWS Solution Architect Certification or Professional
• Salesforce Certified Administrator

🎁 Benefits

• Remote and in-person: work from HQ, hubs, or remotely
• Travel up to 25% for eligible roles
• Flexible hours and a culture of trust
• Collaborative environment with town halls and feedback
• Celebrate often; team events and celebrations