AWS Technical Architect

Responsibilities Ensure customer success in building and launching Amazon Connect solutions for NeuraFlash, Part of Accenture 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 Customer-facing contact center experience

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

API integration experience

Strong troubleshooting and debugging skills

Experience with Cloudformation, Contact Flow Design, Lambda Integration, Lex Integration, and Call Center Routing

Proficient in understanding and documenting the infrastructure requirements and specifications, including resource types, networking, security, and compliance needs.

Knowledge of automation tools and frameworks for building, testing, and deploying software, such as Jenkins, GitLab CI/CD, CodeDeploy

Contact Center architecture knowledge

Experienced in implementing infrastructure as code using AWS Cloud Development Kit (CDK) and Terraform, ensuring consistent and efficient infrastructure deployment.

Capable of setting up monitoring and logging for infrastructure components and performing ongoing maintenance to ensure optimal performance and availability.

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 Cloud Practitioner Certification

AWS Developer Associate Certification or Professional

AWS Solution Architect Certification or Professional

Salesforce Certified Administrator

Benefits and Working Conditions Remote & In-Person: Whether you work out of our HQ in Massachusetts, one of our regional hubs, or you're one of over half of our NeuraFlash, Part of Accenture Family who work remotely, we're focused on keeping everyone connected and unified as one team.

Travel: Get ready to pack your bags and hit the road! For certain roles, travel is an exciting part of the job, with an anticipated travel commitment of up to 25%. So, if you have a passion for adventure and don't mind a little jet-setting, this opportunity could be your ticket to exploring new places while making a positive impact on clients.

Flexibility: Do you have to take the dog to the vet, pick up the kids from school, or the in‑laws from the airport? We know that a perfect 9‑5 isn't possible. So you have to jump out to do any of those, no problem! We build a culture of trust and understanding. We value good work not the hours in which you get it done

Collaboration: You have a voice here! If you work with a team of smart people like we do, it's a no‑brainer to take suggestions and feedback on how to keep NeuraFlash, Part of Accenture thriving. Our executive team holds town halls & company meetings where they address any suggestions or questions asked, no matter how big or small.

Celebrate Often: We take our work seriously, but we don't take ourselves too seriously. Whether it is an arm wrestling contest, costume party, or ugly holiday sweaters our teams love to have fun. And while we work hard, we don't forget to slow down and celebrate the big things and the small things together.

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