AWS Cloud Contact Center Architect

7 days ago

Old Toronto, Ontario, Canada Software International Full time
Job Title: AWS Cloud Contact Center Architect

Software International is seeking an experienced AWS Cloud Contact Center Architect to join our team. As a key member of our consulting team, you will be responsible for designing and implementing cloud-based contact center solutions for our clients.

Key Responsibilities:

  • Design and implement Amazon Connect solutions for customers
  • Conduct technology assessments and audits to identify the need to move to cloud-based contact center solutions
  • Facilitate business process reviews to identify customer requirements and processes
  • Educate customers on the value proposition of AWS and participate in deep architectural discussions
  • Lead discovery for customers, help build ROIs for projects, and deliver presentations and estimates
  • Translate customer requirements into contact center design, leveraging best practices and other AWS Services
  • Oversee and mentor technical teams, providing guidance and support 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
  • 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
  • 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
  • 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
  • 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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