Technical Architect, AWS
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Job Description
AWS Technical Architect designing Amazon Connect and cloud contact-center solutions for NeuraFlash, an AI and Salesforce consultancy. Leading customer discovery, architecture, ROI, and technical delivery.
Responsibilities:
- Ensure customer success in building and launching Amazon Connect solutions
- Conduct technology assessments and audits to evaluate moving to the AWS Connect CCaaS platform
- Facilitate business process reviews to identify customer requirements and processes
- Educate customers on AWS value propositions and participate in architectural discussions
- Lead customer discovery, build project ROI cases, and deliver ROI presentations and estimates
- Translate customer requirements into contact center designs using AWS services and best practices
- Oversee and mentor technical teams delivering Salesforce and AWS Cloud solutions on time, within budget, and to quality standards
- Liaise between technical teams and business stakeholders
- Drive best-practice contact center design throughout solution delivery
- Manage project and customer communications
- Deliver end-user training and documentation
- Lead enterprise-level projects with minimal senior-management direction
- Lead vision and strategy discussions with contact center and customer service leadership
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, such as Python, Java, C#, .NET, or Node.js
- Communication and presentation skills with comfort speaking with executives, IT management, and customers
- API integration experience
- Strong troubleshooting and debugging skills
- Experience with CloudFormation, Contact Flow Design, Lambda Integration, Lex Integration, and Call Center Routing
- Ability to understand and document infrastructure requirements and specifications, including resource types, networking, security, and compliance needs
- Knowledge of automation tools and frameworks such as Jenkins, GitLab CI/CD, and CodeDeploy
- Contact center architecture knowledge
- Experience implementing infrastructure as code using AWS CDK and Terraform
- Ability to set up monitoring and logging for infrastructure components and perform 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 Genesys, Cisco, Avaya, Twilio, or similar platforms
- Experience with Workforce Management solutions
- Experience working 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 options
- Flexible working culture and hours
- Travel opportunities, with anticipated travel commitment of up to 25% for certain roles
- Collaboration through town halls and company meetings
- Team celebrations and social events
- Equal employment opportunity and affirmative action employer
- Veteran employment opportunities
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