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 practices for contact center design in every aspect of solution
Manage all technical aspects of projects and necessary 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
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 deploying AWS resources using infrastructure as code (Cloudformation, CDK, Terraform, etc.)
Comfortable writing Lambda functions in javascript or python
Experience creating bots in Lex, ideally with custom Lambda integrations
Experience designing call flows
Nice to haves
Contact Center architecture knowledge
Experience in technology/software sales, pre-sales, or consulting
Hands on experience building complex omnichannel 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 working with outbound dialers, campaign management
Experience with WorkForce Management solutions
Experience building integrations across WFM, CRM and contact center solutions
Experience with communications protocols and APIs such as WebRTC and SIP
Experience designing call flows, preferably with Amazon Connect
Customer-facing contact center experience with Amazon Connect
Certifications - One or more of the following:
AWS Cloud Practitioner Certification
AWS Developer Associate Certification or Professional
AWS Solution Architect Certification or Professional
