Description:

Ensure customer success in building and launching Amazon Connect solutions.
Conduct technology assessments and audits to improve agent experience and productivity.
Facilitate business process reviews to identify customer requirements.
Educate customers on AWS value propositions and participate in architectural discussions.
Lead discovery for customers, build ROIs, and deliver presentations.
Translate customer requirements into contact center design using AWS Services.
Oversee and mentor technical teams to ensure timely and quality solution delivery.
Act as a liaison between technical teams and business stakeholders.
Drive best practices in contact center design and manage project communications.
Deliver end-user training and documentation.
Lead enterprise-level projects with minimal direction.
Lead vision and strategy discussions with contact center leadership.

Requirements:

Customer-facing contact center experience.
Experience with integrations across WFM, CRM, and contact center solutions.
Knowledge of communications protocols and APIs (WebRTC, SIP).
Hands-on scripting/coding experience (Python, Java, C#, .NET, Node.js).
Strong communication and presentation skills.
API integration experience and troubleshooting skills.
Familiarity with CloudFormation, Contact Flow Design, Lambda, Lex, and Call Center Routing.
Knowledge of automation tools (Jenkins, GitLab CI/CD, CodeDeploy).
Understanding of contact center architecture and product knowledge of platforms (Genesys, Cisco, etc.).
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.
Experience with WorkForce Management solutions and outbound dialers.
Knowledge of Agile and Scrum methodologies.
AWS Cloud Practitioner Certification and AWS Solution Architect Certification.
English fluency and ability to travel internationally.

Skills