AWS Connect Solutions Architect

3 weeks ago

Old Toronto, Ontario, Canada Softwareint Full time
Job Title: AWS Connect Solutions Architect

Software International (SI) 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-based contact center solutions for our clients.

Responsibilities:
  1. Design and implement cloud-based contact center solutions using AWS Connect.
  2. Conduct technology assessments and audits to identify opportunities for improvement.
  3. Facilitate business process reviews to understand customer requirements and processes.
  4. Educate customers on the value proposition of AWS and participate in architectural discussions to ensure successful deployment.
  5. Translate customer requirements into contact center design, leveraging best practices and AWS services.
  6. Oversee and mentor technical teams to ensure timely, budget-friendly, and high-quality solution delivery.
  7. Act as a liaison between technical teams and business stakeholders, communicating technical concepts clearly and managing expectations.
  8. Drive best practice contact center design into every aspect of solution delivery.
  9. Effectively manage project and customer communications.
  10. Deliver customer end-user training and documentation.
  11. Exercise independent judgment and lead enterprise-level projects with minimal direction.
Qualifications:
  1. Customer-facing contact center experience.
  2. Experience building integrations across WFM, CRM, and contact center solutions.
  3. Experience with communications protocols and APIs such as WebRTC and SIP.
  4. Hands-on scripting and coding experience (e.g., Python, Java, C#, .NET, Node.js).
  5. Strong communication and presentation skills, with comfort speaking with executives, IT management, and customers.
  6. API integration experience.
  7. Strong troubleshooting and debugging skills.
  8. Experience with Cloudformation, Contact Flow Design, Lambda Integration, Lex Integration, and Call Center Routing.
  9. Knowledge of automation tools and frameworks for building, testing, and deploying software.
  10. Contact center architecture knowledge.
  11. Experience in technology/software sales, pre-sales, or consulting.
  12. Advanced knowledge of AWS services and cloud architecture.
  13. Salesforce knowledge and familiarity with Salesforce Service Cloud.
  14. Contact center product knowledge of other platforms.
  15. Experience working with outbound dialers and campaign management.
  16. Knowledge of software development methodologies such as Agile and Scrum.
  17. AWS Cloud Practitioner Certification.
  18. AWS Developer Associate Certification or Professional.
  19. AWS Solution Architect Certification or Professional.

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