Solution Architect - Contact Center (AWS Connect)Remote|
Compensation: $140K - $170K / Year
Minimum Education: Associate
Job Type: Full Time
Jobcode: IT and Computer
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We continuously seek exceptional associates when recruiting new employees. We pride ourselves on having extensive experience working with clients in all major markets. The company delivery model is infused with a distinct culture of high customer happiness. We consistently deliver positive relationships, cost reductions and business results. The company belief is, those who challenge the way they work today will own the way tomorrow!
Are you ready to be a change-maker? We are currently seeking a highly skilled Amazon Connect Solution Architect with experience in design and implementation of AWS Cloud contact center solutions. We are seeking the best problem-solvers, idea-makers, and high-energy professionals for our fast-growing practice area. We need people with good instincts and a positive outlook that can overcome any obstacle.
Help in design and implementation of AWS Cloud contact center solutions.
Work with customer IT Architecture team to design the end-to-end solution and provide technology guidance.
Implementing Genesys Speech Analytics on top of the Genesys Interaction Recording Platform
Participate in migration efforts in cloud contact center and provide assistance as the Subject Matter Expert in the migration and deployment of the solutions.
Provide cost savings though infrastructure and server consolidation
Provide solution optimization and process improvement with unique template IVR and interaction routing
At least 12 years of IT experience in customer service technologies including Contact center cloud based Products, solution design and implementation; also experienced in omni-channel and AI/ML solutions.
Hands-on experience in Experience in functional design for contact center solutions;
Experience helping customer build business cases
Experience should include people and team management, enterprise architecture and technical leadership.
Proficient in conducting Cloud contact center solutions roadmap sessions with business leadership, vendor architecture and sales support.
Experience providing digital experience, business automation solutions using AI/ML as well as contact center technologies
Successful track record managing software evaluations for cloud migrations for customer service channels
Experience setting up pilots and POC for solution evaluations and further migration to production solutions
Expertise in managing and leading technology mergers as a result of organizational acquisitions.
Experience in providing technology architecture for contact center migration from on premise to cloud and managed several contact center technology projects from design and technology perspective.
Demonstrated understanding of how to create learning documents, best practices on AWS cloud solutions and working experience with AWS professional services.
Able to provide cost savings, solution optimization, process improvement for current organization and previous clients
Capable of suggesting solutions like call back, hybrid EWT and managed for a successful implementation
Experienced in leading operational automation for contact center management and monitoring
Also skilled in leading major technology transformations in contact center and AI/ML technologies
Can analyze, lead and executed changes for MIPS reduction providing cost savings
Leadership experience in achieving achieve platform stability, resiliency and high availability
Excellent analytical, communication (oral & written) and interpersonal skills
Should be a self-motivated person who is a quick learner, team player, and challenge-seeker
Effective leadership and project execution skills, happy to mentor and share knowledge
Banking, Insurance and Education/e-Learning domain experience is preferred.
Experience using Agile methodologies (SAFe) is a plus
Six sigma yellow belt or green belt training is an advantage
A cloud certification is also a plus.
Additional Information to note:
Is relocation available?
Is there additional variable compensation?
Yes - 15%
There is a possibility for sponsorship.
Is this a new position, or a back fill?
There is equity in this position.
Work hours are flexible.
This position has direct reports.
Describe how this position fits in your organization.
This is a Solutions Architect so they work with Sales as they need more technical expertise. AWS Connect is a high growth business for our company.
What are the 3-4 non-negotiable requirements of this position?
Deep AWS Connect expertise Communicative expertise Broad Contact Center architecture experience 15+ years of relevant experience
What are the nice-to-have skills?
Consulting skills are preferred but not required.
What is exciting about this opportunity?
Significant growth area for the company We are close partners with Amazon on this.
This is a remote role.
Our strength is built on our ability to work together. Our diverse backgrounds offer different perspectives and new ways of thinking. It encourages lively discussions, inspires thought leadership, and helps us build better solutions for our clients. We want someone who thrives in this setting and is inspired to craft meaningful solutions through true collaboration.
If youre comfortable with ambiguity, excited by change, and excel through autonomy, wed love to hear from you!
WorkStaff USA Staffing Agency, LLC
P.O Box 177
Farmingville, NY 11738