Description:

Ensure customer success in building and launching Amazon Connect solutions for NeuraFlash customers.
Conduct technology assessments and audits to identify ROI and outcomes for moving to CCaaS AWS Connect Platform.
Facilitate business process reviews and educate customers on AWS value propositions.
Lead discovery for customers, build ROIs, and deliver presentations.
Translate customer requirements into contact center design using AWS Services.
Oversee and mentor technical teams, ensuring timely and quality delivery of solutions.
Act as a liaison between technical teams and business stakeholders.
Drive best practice contact center design and manage project communications.
Deliver customer training and documentation.
Lead enterprise-level projects with minimal direction.
Engage in vision and strategy discussions with 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.
Proficient in documenting infrastructure requirements and specifications.
Knowledge of automation tools (Jenkins, GitLab CI/CD, CodeDeploy).
Experience with AWS Cloud Development Kit (CDK) and Terraform.
Advanced knowledge of AWS services and cloud architecture.
Salesforce knowledge and familiarity with Service Cloud.
Experience with contact center products (Genesys, Cisco, Avaya, Twilio).
AWS Cloud Practitioner Certification and other AWS certifications.

Skills