Solutions Engineer working with financial institutions to simplify regulatory compliance using AI - driven SaaS solutions. Collaborating with sales and delivery teams to meet client needs for risk management.
About the role
- AWS Solution Architect at NeuraFlash, Part of Accenture ensuring customer success in Amazon Connect solutions. Conducting assessments, facilitating reviews, and mentoring technical teams in cloud deployments.
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
Requirements
- 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
- 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 Cloud Practitioner Certification
- AWS Developer Associate Certification or Professional
- AWS Solution Architect Certification or Professional
- Salesforce Certified Administrator
Benefits
- 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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