Ensure customer success in building and launching Amazon Connect solutions for 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 and processes
Educate customers on the value proposition of AWS and participate in architectural discussions
Lead discovery for customers, help build ROIs for projects, and deliver presentations
Translate customer requirements into contact center design
Oversee and mentor technical teams, providing guidance and support
Act as a liaison between technical teams and business stakeholders
Drive best practice contact center design into every aspect of solution delivery
Effectively 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 and customer service leadership

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
Experience with hands-on Scripting/coding (e.g., python, java, c#, .NET, Node.js)
Communication and presentation skills with a high degree of 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
Knowledge of automation tools and frameworks for building, testing, and deploying software, such as Jenkins, GitLab CI/CD, CodeDeploy
Contact Center architecture knowledge
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

Remote & In-Person: Focus on keeping everyone connected and unified as one team.
Travel: Anticipated travel commitment of up to 25% for certain roles.
Flexibility: Culture of trust and understanding for personal commitments.
Collaboration: Voice in team suggestions and feedback on keeping thriving.
Celebrate Often: Regular team celebrations for work accomplishments.

AWS Solution Architect

Key skills