AWS Connect Architect

Software International; Canada; Remote; CAD 100,000 - 125,000; Full time

Job summary

A technical consultancy is seeking an AWS Connect Architect to ensure customer success in cloud solutions. This role requires strong technical skills, experience in integrations, and excellent communication abilities. The position is remote in Canada/US, and the contract is aimed at experienced professionals wanting to shape customer service strategies through AWS technologies.

Qualifications

• Experience in technology/software sales, pre-sales, or consulting required.
• Contact Center architecture knowledge is essential.
• Prior Contact Center Experience with Genesys development is highly desired.

Responsibilities

• Ensure customer success in building and launching Amazon Connect solutions.
• Conduct technology assessments to identify needs for moving to AWS Connect.
• Facilitate business process reviews to identify customer requirements.
• Educate customers on the value proposition of AWS.
• Oversee and mentor technical teams, ensuring delivery on time and budget.

Skills

Experience building integrations across WFM, CRM, and contact center solutions

Experience with communications protocols and APIs such as WebRTC and SIP

Scripting/coding skills (e.g., python, java, c#, .NET, Node.js)

Communication and presentation skills

Strong troubleshooting and debugging skills

Experience with Cloudformation, Contact Flow Design

Knowledge of automation tools like Jenkins and GitLab CI/CD

Advanced knowledge of AWS services

Salesforce knowledge and Service Cloud familiarity

Understanding of Agile and Scrum methodologies

Education

AWS Developer Associate Certification

AWS Solution Architect Certification

Job description

Software International (SI) supplies technical talent to Fortune 100/500/1000 companies in Canada/US. We currently have a long term contract with our IT consulting client that is working with their large client on a move to cloud CCaS from on-prem with AWS Connect.

Role(s) Required: AWS Connect Architect

Location: Remote (Canada/US)

Required Start Date: ASAP

Required End Date: 6 months + renew

Type: Contract

Total Hours Approved Per Role: 40h/week

Rate: Open based on expectations but target rate is $80-100/hr C2C

End Client Location: US/Canada

• Ensure customer success in building and launching Amazon Connect solutions for customers
• Conduct technology assessment and audits to identify the need (from an ROI and Outcomes perspective) to move to CCaaS AWS Connect Platform, improving agent experience and productivity
• Facilitate business process reviews to identify customer requirements and processes
• 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
• Lead discovery for customers, help customers build ROIs for projects, and deliver presentations and estimate for delivering that ROI
• Translate customer requirements into contact center design, leveraging best practices, and other AWS Services
• Oversee and mentor technical teams, providing guidance and support to ensure that proposed solution (on Salesforce and AWS Cloud) is delivered on time, on budget, and to the required quality standards
• Act as a liaison between technical teams and business stakeholders, communicating technical concepts in a clear and understandable manner, and managing expectations and priorities
• Drive best practice contact center design into each and every aspect of solution delivery
• Effectively manage all aspects of project and customer communications
• Deliver customer end user training and documentation
• Exercise independent judgment, and take the lead role on enterprise level projects with minimal direction from senior management
• Lead vision and strategy discussions with contact center and customer service leadership and management

QUALIFICATIONS:

• Experience building integrations across WFM, CRM, and contact center solutions
• Experience with communications protocols and APIs such as WebRTC and SIP
• Experience with hands-on Scripting/coding (e.g., python, java, c#, .NET, Node.js)
• Communication and presentation skills with a high degree of comfort speaking with executives, IT Management, and customers
• Strong troubleshooting and debugging skills
• Experience with Cloudformation, Contact Flow Design, Lambda Integration, Lex Integration, and Call Center Routing
• Knowledge of automation tools and frameworks for building, testing, and deploying software, such as Jenkins, GitLab CI/CD, CodeDeploy
• Contact Center architecture knowledge
• 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
• Contact center product knowledge of other platforms (Genesys, Cisco, Avaya, Twilio, etc.)
• Experience with WorkForce Management solutions
• Experience working with outbound dialers and campaign management
• Knowledge of software development methodologies such as Agile and Scrum
• AWS Developer Associate Certification or Professional
• AWS Solution Architect Certification or Professional
• Prior Contact Center Experience with Genesys development is highly desired