AWS Connect Architect

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

Job summary

A technical staffing agency is seeking an AWS Connect Architect for a long-term contract, working remotely from Canada or the US. The role involves ensuring successful implementation of Amazon Connect solutions and requires hands-on experience with AWS services, strong communication skills, and relevant certifications. Ideal candidates will have experience with contact center architecture and CRM integrations. This position offers competitive rates based on expertise.

Qualifications

• Experience building integrations across WFM, CRM, and contact center solutions.
• Experience with communications protocols and APIs such as WebRTC and SIP.
• Strong troubleshooting and debugging skills.
• Experience working with outbound dialers and campaign management.
• Prior Contact Center Experience with Genesys development is highly desired.

Responsibilities

• Ensure customer success in building and launching Amazon Connect solutions.
• Conduct technology assessments and audits to improve productivity.
• Facilitate business process reviews to identify customer requirements.
• Educate customers on the value proposition of AWS.
• Deliver customer end user training and documentation.

Skills

AWS services

CRM integrations

WebRTC

SIP

Python

Java

C#

.NET

Node.js

Cloudformation

Lambda Integration

Lex Integration

Contact Center architecture

Jenkins

GitLab CI/CD

CodeDeploy

Agile Methodology

Scrum

Education

AWS Developer Associate Certification

AWS Solution Architect Certification

Tools

Salesforce Service Cloud

Genesys

Cisco

Avaya

Twilio

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