AWS Connect Solutions Architect

4 weeks ago

Toronto, Ontario, Canada Software International Full time
Job Title: AWS Connect Architect

Software International is seeking an experienced AWS Connect Architect to join our team. As a key member of our consulting team, you will be responsible for designing and implementing Amazon Connect solutions for our clients.

Key Responsibilities:
  • Conduct technology assessments and audits to identify opportunities for customers to move to cloud-based contact center solutions
  • Facilitate business process reviews to understand customer requirements and processes
  • Design and implement Amazon Connect solutions that meet customer needs and improve agent experience and productivity
  • Lead discovery and ROI analysis for customers to help them build business cases for cloud-based contact center solutions
  • Translate customer requirements into contact center design leveraging best practices and other AWS services
  • Oversee and mentor technical teams to ensure successful solution delivery
  • Act as a liaison between technical teams and business stakeholders to communicate technical concepts and manage expectations
  • Drive best practice contact center design into all aspects of solution delivery
  • Effectively manage project and customer communications
  • Deliver customer end-user training and documentation
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
  • Scripting/coding experience (e.g., Python, Java, C#,.NET, Node.js)
  • Strong 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
  • Knowledge of automation tools and frameworks for building, testing, and deploying software
  • Contact center architecture knowledge
  • Experience in technology/software sales, presales, 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
  • 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

Remote Work: No

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