Verified Job
Customer Support / TeleCaller
AWS Solution Architect Amazon Connect
Customer Support / TeleCaller
#285781
Remote / WFH
Job Description
About NeuraFlash:
We are a leading AI and Consulting Partner of Amazon & Salesforce obsessed with helping our customers transform their contact centers with AI Powered Experiences. Our expertise spans across the Amazon ecosystem with Amazon Connect, Lex & Contact Lens and Salesforce ecosystem with Service Cloud Voice, Einstein Bots and Digital Channels, Service Cloud, Field Service, CPQ, MuleSoft, and Einstein Analytics. We are experts in building experiences grounded in data that transform and optimize the employee and customer journey.
What sets NeuraFlash apart?
At NeuraFlash, our people form the core of our business and the soul of our brand. We hire individuals who inspire us and look at challenges as opportunities to create innovative solutions. You'll be provided with ongoing education and development opportunities via our Salesforce Partnership Program and mentorship programs created for our aspiring leaders. NeuraFlash is on the forefront of cutting-edge technologies and we understand by investing in you, we're investing in ourselves!
The AWS Solution Architect (Amazon Connect) position is a highly technical role. We need someone that can dive deep and build complex, AWS-optimized architectures. This person should be enthusiastic, while also being technically proficient with cloud infrastructure of web applications. The AWS Solution Architect is expected to understand the core AWS services and apply best practices regarding security and scalability. If you love learning and implementing new technology and have a passion to write code, we'd love to talk to you!
Responsibilities:
• Ensure customer success in building and launching Amazon Connect solutions for NeuraFlash customers
• 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
• Translate customer requirements into contact center design, leveraging best practices and minimizing the need for custom development
• Configure Salesforce Service Cloud Voice and Amazon Connect solutions
• Act as the technical liaison between customers, partners, and support
• Drive best practice contact center design into each and every aspect of solution delivery
• Effectively manage all aspects of projects 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
Required Skills:
• Customer-facing contact center experience, preferably with Amazon Connect
• 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
• Knowledge of JSON architecture
• API integration experience
• Strong troubleshooting and debugging skills
• Experience with Cloudformation, Amazon Connect, Contact Flow Design, Lambda Integration, Lex Integration, and Call Center Routing
Nice to haves:
• Contact Center architecture knowledge
• Experience in technology/software sales, pre-sales, or consulting
• Hands on experience building complex omni-channel contact center solutions
• Advanced knowledge of AWS services and cloud architecture
• Familiarity with Salesforce Service Cloud
• Contact center product knowledge of other platforms (Genesys, Cisco, Avaya, Twilio, etc.)
• Salesforce knowledge
• Experience with WorkForce Management solutions
• Experience working with outbound dialers and campaign management
Certifications - One or more of the following:
• AWS Cloud Practitioner Certification
• AWS Developer Associate Certification or Professional
• AWS Solution Architect Certification or Professional
• Salesforce Certified Administrator
What's it like to be a part of NeuraFlash?
• Remote & In-Person: Whether you work out of our HQ in Massachusetts, one of our regional hubs, our India office, or you're one of over half of our NeuraFlash Family who work remotely, we're focused on keeping everyone connected and unified as one team.
• Flexibility: D
We are a leading AI and Consulting Partner of Amazon & Salesforce obsessed with helping our customers transform their contact centers with AI Powered Experiences. Our expertise spans across the Amazon ecosystem with Amazon Connect, Lex & Contact Lens and Salesforce ecosystem with Service Cloud Voice, Einstein Bots and Digital Channels, Service Cloud, Field Service, CPQ, MuleSoft, and Einstein Analytics. We are experts in building experiences grounded in data that transform and optimize the employee and customer journey.
What sets NeuraFlash apart?
At NeuraFlash, our people form the core of our business and the soul of our brand. We hire individuals who inspire us and look at challenges as opportunities to create innovative solutions. You'll be provided with ongoing education and development opportunities via our Salesforce Partnership Program and mentorship programs created for our aspiring leaders. NeuraFlash is on the forefront of cutting-edge technologies and we understand by investing in you, we're investing in ourselves!
The AWS Solution Architect (Amazon Connect) position is a highly technical role. We need someone that can dive deep and build complex, AWS-optimized architectures. This person should be enthusiastic, while also being technically proficient with cloud infrastructure of web applications. The AWS Solution Architect is expected to understand the core AWS services and apply best practices regarding security and scalability. If you love learning and implementing new technology and have a passion to write code, we'd love to talk to you!
Responsibilities:
• Ensure customer success in building and launching Amazon Connect solutions for NeuraFlash customers
• 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
• Translate customer requirements into contact center design, leveraging best practices and minimizing the need for custom development
• Configure Salesforce Service Cloud Voice and Amazon Connect solutions
• Act as the technical liaison between customers, partners, and support
• Drive best practice contact center design into each and every aspect of solution delivery
• Effectively manage all aspects of projects 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
Required Skills:
• Customer-facing contact center experience, preferably with Amazon Connect
• 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
• Knowledge of JSON architecture
• API integration experience
• Strong troubleshooting and debugging skills
• Experience with Cloudformation, Amazon Connect, Contact Flow Design, Lambda Integration, Lex Integration, and Call Center Routing
Nice to haves:
• Contact Center architecture knowledge
• Experience in technology/software sales, pre-sales, or consulting
• Hands on experience building complex omni-channel contact center solutions
• Advanced knowledge of AWS services and cloud architecture
• Familiarity with Salesforce Service Cloud
• Contact center product knowledge of other platforms (Genesys, Cisco, Avaya, Twilio, etc.)
• Salesforce knowledge
• Experience with WorkForce Management solutions
• Experience working with outbound dialers and campaign management
Certifications - One or more of the following:
• AWS Cloud Practitioner Certification
• AWS Developer Associate Certification or Professional
• AWS Solution Architect Certification or Professional
• Salesforce Certified Administrator
What's it like to be a part of NeuraFlash?
• Remote & In-Person: Whether you work out of our HQ in Massachusetts, one of our regional hubs, our India office, or you're one of over half of our NeuraFlash Family who work remotely, we're focused on keeping everyone connected and unified as one team.
• Flexibility: D
