AWS Technical Architect (Amazon Connect)

Location: Remote - United States

Annual salary ranges by location: $87,400–$266,300 USD, depending on the applicable state or district.

Company

hirify.global, part of Accenture, delivers AI, AWS, Salesforce, Amazon Connect, Agentforce, conversational AI, and predictive analytics solutions for business transformation and customer experience.

What you will do

• Lead customer discovery, technology assessments, audits, business process reviews, ROI analysis, presentations, and estimates for Amazon Connect and CCaaS projects.
• Translate customer requirements into contact center architectures using Amazon Connect, Salesforce, and other AWS services.
• Lead deep architectural discussions and oversee solution delivery on time, within budget, and to required quality standards.
• Mentor technical teams and act as a liaison between technical teams, executives, IT management, business stakeholders, and customers.
• Drive contact center design best practices, manage project communications, and deliver end-user training and documentation.
• Lead enterprise-level projects, vision and strategy discussions, and customer service leadership engagements with minimal direction.

Requirements

• Customer-facing contact center experience and knowledge of contact center architecture.
• Experience building integrations across workforce management, CRM, and contact center solutions, including API integration.
• Experience with communications protocols and APIs such as WebRTC and SIP.
• Hands-on scripting or coding experience with technologies such as Python, Java, C#, .NET, or Node.js.
• Strong communication, presentation, troubleshooting, and debugging skills, including comfort speaking with executives, IT management, and customers.
• Experience with CloudFormation, contact flow design, Lambda integration, Lex integration, and call center routing.
• Ability to understand and document infrastructure requirements and specifications covering resource types, networking, security, and compliance.
• Knowledge of automation tools and frameworks such as Jenkins, GitLab CI/CD, and CodeDeploy; experience with infrastructure as code using AWS CDK and Terraform.
• Ability to configure monitoring and logging for infrastructure components and perform ongoing maintenance for performance and availability.
• Experience in technology or software sales, pre-sales, or consulting; advanced knowledge of AWS services and cloud architecture.
• Salesforce knowledge and familiarity with Salesforce Service Cloud.
• Knowledge of other contact center platforms such as Genesys, Cisco, Avaya, or Twilio.
• Experience with workforce management solutions, outbound dialers, and campaign management.
• Knowledge of Agile and Scrum software development methodologies.
• AWS Cloud Practitioner, AWS Developer Associate or Professional, AWS Solutions Architect or Professional, and Salesforce Certified Administrator certifications.

Culture & Benefits

• Remote and in-person work options, including work from headquarters or regional hubs.
• Some roles may include travel of up to 25%.
• Flexible working hours focused on outcomes rather than a fixed 9-to-5 schedule.
• Collaborative culture with opportunities to provide feedback to executive leadership through town halls and company meetings.
• Team activities and regular celebrations.