AWS Connect Solutions Architect

2 days ago

Toronto, Ontario, Canada Software International Full time
About the Role

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

Key Responsibilities
  • Customer Success: Ensure customer success in building and launching Amazon Connect solutions for customers.
  • Technology Assessment: Conduct technology assessment and audits to identify the need to move to CCaaS AWS Connect Platform, improving agent experience and productivity.
  • Business Process Reviews: Facilitate business process reviews to identify customer requirements and processes.
  • Cloud Architecture: Educate customers on the value proposition of AWS, and participate in deep architectural discussions to ensure solutions are designed for successful deployment in the cloud.
  • Discovery and ROI: Lead discovery for customers, help customers build ROIs for projects, and deliver presentations and estimates for delivering that ROI.
  • Contact Center Design: Translate customer requirements into contact center design, leveraging best practices, and other AWS Services.
  • Team Leadership: Oversee and mentor technical teams, providing guidance and support to ensure that proposed solution (on Salesforce and AWS Cloud) is delivered on time, on budget, and to the required quality standards.
  • Communication: Act as a liaison between technical teams and business stakeholders, communicating technical concepts in a clear and understandable manner, and managing expectations and priorities.
  • Best Practices: Drive best practice contact center design into each and every aspect of solution delivery.
  • Project Management: Effectively manage all aspects of project and customer communications.
  • Training and Documentation: Deliver customer end-user training and documentation.
  • Enterprise Leadership: Exercise independent judgment, and take the lead role on enterprise-level projects with minimal direction from senior management.
  • Strategy and Vision: Lead vision and strategy discussions with contact center and customer service leadership and management.
Requirements
  • Customer-Facing Experience: Customer-facing contact center experience.
  • Integration Experience: Experience building integrations across WFM, CRM, and contact center solutions.
  • Communication Protocols: Experience with communications protocols and APIs such as WebRTC and SIP.
  • Scripting and Coding: Experience with hands-on scripting/coding (e.g., Python, Java, C#,.NET).
  • Communication and Presentation: Communication and presentation skills with a high degree of comfort speaking with executives, IT management, and customers.
  • API Integration: API integration experience.
  • Troubleshooting: Strong troubleshooting and debugging skills.
  • Cloud Experience: Experience with Cloudformation, Contact Flow Design, Lambda Integration, Lex Integration, and Call Center Routing.
  • Automation Tools: Knowledge of automation tools and frameworks for building, testing, and deploying software, such as Jenkins, GitLab CI/CD, CodeDeploy.
  • Contact Center Architecture: Contact center architecture knowledge.
  • Technology and Software Sales: Experience in technology/software sales, pre-sales, or consulting.
  • AWS Cloud Knowledge: Advanced knowledge of AWS services and cloud architecture.
  • Salesforce Knowledge: Salesforce knowledge and familiarity with Salesforce Service Cloud.
  • Contact Center Product Knowledge: Contact center product knowledge of other platforms (Genesys, Cisco, Avaya, Twilio, etc.).
  • WorkForce Management: Experience with WorkForce Management solutions.
  • Outbound Dialers and Campaign Management: Experience working with outbound dialers and campaign management.
  • Software Development Methodologies: Knowledge of software development methodologies such as Agile and Scrum.
  • AWS Certifications: AWS Cloud Practitioner Certification, AWS Developer Associate Certification or Professional, AWS Solution Architect Certification or Professional.
  • Genesys Experience: Prior Contact Center Experience with Genesys development is highly desired.

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