AWS Connect Solutions Architect

5 days ago

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

Software International is seeking a highly skilled 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, and deliver presentations and estimates for delivering that ROI
  • 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, communicating technical concepts in a clear and understandable manner
  • Drive best practice contact center design into each aspect of solution delivery
  • Effectively manage all aspects of project and customer communications
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
  • Experience with hands-on scripting/coding (e.g., Python, Java, C#,.NET)
  • 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

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