Job Description Job Description
VIATEQ is looking for a skilled AWS Solutions Architect who will build and launch Amazon Connect solutions for VIATEQ's customers. In this role, you will help organizations understand best practices around advanced cloud-based solutions, provide advice on strategies for migrating existing workloads to the cloud, and drive successful business outcomes.
Responsibilities: - 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
- Lead discovery for customers, help customers build ROIs for projects, and deliver presentations and estimates for delivering that ROI
- 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 other AWS Services
- Oversee and mentor technical teams, providing guidance and support to ensure that the proposed solution (on Salesforce and AWS Cloud) is delivered on time, on budget, and to the required quality standards
- Liaise between technical teams and business stakeholders, communicating technical concepts clearly and understandably, and managing expectations and priorities
- Deliver customer end-user training and documentation
- Lead vision and strategy discussions with contact center and customer service leadership and management
- Drive best practice contact center design into each and every aspect of solution delivery
- Manage all aspects of project and customer communications
- Exercise independent judgment, and take the lead role on enterprise-level projects with minimal direction from senior management
Basic Qualifications: - 5+ years of experience in IT development or implementation/consulting
- 5+ years of experience in specific technology domain areas (e.g. software development, cloud computing, systems engineering, infrastructure, data & analytics, etc.)
- 3+ years of experience in design, implementation, or consulting
- 3+ years of experience working as a solutions architect on Amazon Connect solutions
- At least one AWS certification
Preferred Qualifications: - AWS Solutions Architect Certification or other AWS certifications
- Infrastructure architecture, database architecture, and networking experience
- Advanced knowledge of AWS services and cloud architecture
- Experience building integrations across WFM, CRM, and contact center solutions
- Experience with communications protocols and APIs
- Experience with hands-on Scripting/coding (e.g., python, java, c , .NET, Node.js)
- 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
- Contact center product knowledge of other platforms preferred
- Experience with WorkForce Management solutions
About VIATEQ VIATEQ is a proactive provider of collaborative solutions for federal government agencies. Our collaborative service framework and flexibility allow employees, customers, and business partners to work together successfully anywhere, anytime. VIATEQ's service areas also allow government agencies to respond to competitive pressures and achieve new performance levels. VIATEQ offers competitive compensation and a strong benefits package, including comprehensive healthcare, 401(k), paid time off, flexible spending accounts, professional development reimbursement, and other benefits for you and your family.
Equal Opportunity Statement: VIATEQ provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination, harassment, and retaliation in accordance with applicable federal, state, and local laws. This policy applies to all terms and conditions of employment including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.