Description:

Ensure customer success in building and launching Amazon Connect solutions.
Conduct technology assessments and audits for CCaaS AWS Connect Platform.
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 quality delivery.
Act as a liaison between technical teams and business stakeholders.
Drive best practice contact center design in solution delivery.
Manage project and customer communications effectively.
Deliver customer end-user training and documentation.
Lead enterprise-level projects with minimal direction.
Lead vision and strategy discussions with leadership.

Requirements:

Customer-facing contact center experience.
Experience with WFM, CRM, and contact center integrations.
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).
Experience with AWS CDK and Terraform for infrastructure as code.
Monitoring and logging setup experience for infrastructure components.
Technology/software sales, pre-sales, or consulting experience.
Advanced knowledge of AWS services and cloud architecture.
Familiarity with Salesforce Service Cloud and other contact center platforms.
Experience with WorkForce Management solutions and outbound dialers.
Knowledge of Agile and Scrum methodologies.
AWS Cloud Practitioner Certification and relevant AWS certifications.
Salesforce Certified Administrator.

Skills