AWS Technical Architect
About The Position
NeuraFlash, Part of Accenture, is hiring an AWS Technical Architect to lead customer-facing architecture and delivery of Amazon Connect contact center solutions. The role involves assessing customer needs and business processes, developing ROI cases, translating requirements into contact center designs, and advising customers on AWS and cloud architectures. The architect leads enterprise projects, guides technical teams, communicates with business and technical stakeholders, and ensures solutions meet timeline, budget, and quality expectations. Responsibilities also include customer presentations, training, documentation, and ongoing project communications. The position may involve travel of up to 25%. The work arrangement may be remote or in person, including work from headquarters or regional hubs.
Requirements
- Customer-facing contact center experience.
- Experience building integrations across workforce management, CRM, and contact center solutions.
- Experience with communications protocols and APIs such as WebRTC and SIP.
- Hands-on scripting or coding experience, such as Python, Java, C#, .NET, or Node.js.
- Strong communication and presentation skills, including 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.
- Ability to understand and document infrastructure requirements and specifications, including resource types, networking, security, and compliance needs.
- Knowledge of automation tools and frameworks for building, testing, and deploying software, such as Jenkins, GitLab CI/CD, and CodeDeploy.
- Contact center architecture knowledge.
- Experience implementing infrastructure as code using AWS CDK and Terraform.
- Ability to set up infrastructure monitoring and logging and perform ongoing maintenance.
- Experience in technology or software sales, pre-sales, or consulting.
- Advanced knowledge of AWS services and cloud architecture.
Nice To Haves
- Salesforce knowledge and familiarity with Salesforce Service Cloud.
- Contact center product knowledge of other platforms such as Genesys, Cisco, Avaya, or Twilio.
- 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 or Professional Certification.
- AWS Solutions Architect or Professional Certification.
- Salesforce Certified Administrator.
Responsibilities
- Ensure customer success in building and launching Amazon Connect solutions.
- Conduct technology assessments and audits to evaluate the ROI and outcomes of moving to the AWS Connect CCaaS platform.
- Facilitate business process reviews to identify customer requirements and processes.
- Educate customers about AWS and participate in architectural discussions to support successful cloud deployments.
- Lead customer discovery, help develop project ROI cases, and present and estimate solutions for delivering that ROI.
- Translate customer requirements into contact center designs using best practices and AWS services.
- Oversee and mentor technical teams to ensure solutions on Salesforce and AWS Cloud are delivered on time, within budget, and to quality standards.
- Act as a liaison between technical teams and business stakeholders, explaining technical concepts clearly and managing expectations and priorities.
- Apply contact center design best practices throughout solution delivery.
- Manage project and customer communications.
- Deliver end-user training and documentation to customers.
- Exercise independent judgment and lead enterprise-level projects with minimal direction from senior management.
- Lead vision and strategy discussions with contact center and customer service leadership and management.
Benefits
- Flexible work arrangements, including remote and in-person options.
- Flexible scheduling and a culture that values results rather than hours worked.
- Team collaboration and opportunities to share suggestions with leadership.
- Company events and celebrations.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
