Cloud Solutions Architect for Enterprise Contact Centers

2 days ago

Old Toronto, Canada Software International Full time

Software International (SI) is a leading provider of technical talent to Fortune 100/500/1000 companies in Canada and the US. We have an exciting opportunity for an experienced Cloud Solutions Architect to join our team.

We currently have a long-term contract with an IT consulting client that is working with their large client on a move to cloud-based contact center solutions from on-premises systems with Amazon Web Services (AWS).

The ideal candidate will have extensive experience building integrations across Workforce Management, Customer Relationship Management, and contact center solutions. They will also possess a strong understanding of communications protocols and APIs such as WebRTC and SIP, as well as hands-on scripting and coding skills.

A successful Cloud Solutions Architect will be able to effectively communicate complex technical concepts to executives, IT management, and customers, and have a high degree of comfort speaking at various levels within an organization.

The salary range for this position is $80-$100 per hour based on expectations, with a target rate of $90 per hour.

Key Responsibilities:
  • Design and implement cloud-based contact center solutions using AWS services
  • 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 to ensure solutions are designed for successful deployment in the cloud
  • Translate customer requirements into contact center design, leveraging best practices and other AWS services
  • Oversee and mentor technical teams to ensure proposed solutions are delivered on time, on budget, and to the required quality standards
  • 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 and every aspect of solution delivery

This is a remote position requiring the ability to work independently and lead enterprise-level projects with minimal direction from senior management.

Requirements:
  • Experience building integrations across WFM, CRM, and contact center solutions
  • Experience with communications protocols and APIs such as WebRTC and SIP
  • Hands-on scripting and coding skills
  • Strong communication and presentation skills
  • Ability to troubleshoot and debug complex technical issues
  • 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 Developer Associate Certification or Professional
  • AWS Solution Architect Certification or Professional

This role requires a highly skilled professional with a strong track record of success in designing and implementing cloud-based contact center solutions.

The estimated salary for this position is $90 per hour based on expectations.

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