Customer Solutions Architect

4 months ago

Canada SequenceShift Full time

Working Hours

You will have flexible working hours to ensure you can attend calls with customers in all North American time zones. You might also need to join calls with European customers in the first half of your day. A later finish during onboarding will be required to ensure knowledge transfer (first three months) as the team is in Australia/Sydney.


About SequenceShift

SequenceShift is an Australian startup in the Contact Center industry. We provide phone payment solutions for companies using the Amazon Connect contact centre platform from AWS. SequenceShift is growing globally and expanding its presence in North America.


Role Description

This role is a mix of Solution Architecture and Internal Operations. This is a senior position. You would be responsible for helping our customers design and onboard SequenceShift solutions and perform internal operational work. We provide competitive remuneration, benefits and flexible hours to give you freedom and increase productivity. The key responsibilities of this role include the following and any other tasks deemed necessary for this role's successful fulfilment:


  • Understanding Customer Needs: A major part of this role is understanding our customers' requirements and challenges. This involves listening to customer concerns, gathering information, and asking probing questions to accurately identify their needs.
  • Designing Customer and SequenceShift Solutions: Help customers design customised solutions to address those needs. This may involve creating technical architectures and outlining implementation plans.
  • Collaborating with Sales and Account Management Teams: Work closely with Partner sales and account management teams to ensure that proposed solutions align with the customer's goals and budget constraints. Participate in sales meetings, presentations, and discussions with customers. Perform technical pre-sales.
  • Technical Presentations and Demonstrations: Deliver technical presentations and demonstrations to customers to showcase SequenceShift solutions. Explain complex concepts in a simple and understandable manner, highlight the solution's benefits, and address any technical concerns.
  • Creating Proposals and Documentation: Create detailed proposals and documentation outlining the proposed solutions, including technical specifications, implementation timelines, and ROI analysis.
  • Providing Technical Support: Provide technical support to customers during the project's implementation phase and after go-live. This involves answering questions, troubleshooting issues, providing guidance and proactively reaching out to customers to ensure a smooth deployment and ongoing operation. to customers to 
  • Staying Updated on Industry Trends: Stay informed about the latest trends, technologies, and best practices in their industry. This may involve attending training sessions, conferences, and industry events.
  • Building Relationships: Build and maintain strong relationships with customers and partners. Earn the trust of their customers by demonstrating expertise, reliability, and a commitment to delivering value.


Requirements

  • Technical skills

AWS

Networking and Infrastructure

Security

Programming and scripting

  • Soft skills

Communication

Adaptability

Collaboration

Time management

Customer focus

Continuous learning

  • You will be required to undergo a background check, including a police (criminal record) check, as a condition of employment
  • Nice to have:

PCI DSS/Payments experience or exposure

Previous experience working in the contact centre industry or working with VoIP systems

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