As an AWS Solution Architect at NeuraFlash, you will ensure customer success in building and launching Amazon Connect solutions for NeuraFlash customers.
You will conduct technology assessments and audits to identify the need to move to the CCaaS AWS Connect Platform, improving agent experience and productivity.
Your role will involve facilitating business process reviews to identify customer requirements and processes.
You will 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.
You will lead discovery for customers, help them build ROIs for projects, and deliver presentations and estimates for delivering that ROI.
You will translate customer requirements into contact center design, leveraging best practices and other AWS Services.
You will oversee and mentor technical teams, providing guidance and support to ensure that the proposed solution on Salesforce and AWS Cloud is delivered on time, on budget, and to the required quality standards.
Acting as a liaison between technical teams and business stakeholders, you will communicate technical concepts clearly and understandably, managing expectations and priorities.
You will drive best practice contact center design into every aspect of solution delivery.
You will effectively manage all aspects of project and customer communications.
You will deliver customer end-user training and documentation.
You will exercise independent judgment and take the lead role on enterprise-level projects with minimal direction from senior management.
You will lead vision and strategy discussions with contact center and customer service leadership and management.
Requirements:
You must have customer-facing contact center experience.
Experience building integrations across WFM, CRM, and contact center solutions is required.
You should have experience with communications protocols and APIs such as WebRTC and SIP.
Strong communication and presentation skills with a high degree of comfort speaking with executives, IT management, and customers are essential.
API integration experience is required.
You should possess strong troubleshooting and debugging skills.
Experience with CloudFormation, Contact Flow Design, Lambda Integration, Lex Integration, and Call Center Routing is necessary.
Knowledge of automation tools and frameworks for building, testing, and deploying software, such as Jenkins, GitLab CI/CD, and CodeDeploy, is required.
You should have contact center architecture knowledge.
Experience in technology/software sales, pre-sales, or consulting is necessary.
Advanced knowledge of AWS services and cloud architecture is required.
Familiarity with Salesforce and Salesforce Service Cloud is necessary.
Knowledge of contact center products from other platforms (Genesys, Cisco, Avaya, Twilio, etc.) is required.
Experience with Workforce Management solutions is necessary.
You should have experience working with outbound dialers and campaign management.
Knowledge of software development methodologies such as Agile and Scrum is required.
AWS Cloud Practitioner Certification is necessary.
AWS Developer Associate Certification or Professional is required.
AWS Solution Architect Certification or Professional is necessary.
Salesforce Certified Administrator certification is required.
Fluency in English is necessary.
You must have the ability to travel internationally.
Benefits:
NeuraFlash offers a flexible work environment, allowing you to work remotely or from one of their regional hubs.
For certain roles, there is an anticipated travel commitment of up to 25%, providing opportunities to explore new places while making a positive impact on clients.
The company promotes a culture of trust and understanding, allowing flexibility for personal commitments.
Employees are encouraged to share their suggestions and feedback, fostering a collaborative work environment.
NeuraFlash values celebrations, organizing fun events and activities to recognize both big and small achievements.
