AWS Technical Architect

NeuraFlash, Part of Accenture, is a leader in AI solutions that transform business workflows and customer experiences. We build intelligent services powered by Salesforce Einstein, Service Cloud Voice, Amazon Connect, and the Agentforce platform to deliver measurable outcomes for our clients. Responsibilities Ensure customer success in building and launching Amazon Connect solutions for NeuraFlash, Part of Accenture customers. Conduct technology assessments and audits to determine ROI and outcomes when moving to the 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 lead deep architectural discussions to design solutions for successful deployment in the cloud. Lead discovery for customers, build ROI models for projects, and deliver presentations and estimates for delivering that ROI. Translate customer requirements into contact center design, leveraging best practices and AWS services. Oversee and mentor technical teams, ensuring solutions on Salesforce and AWS Cloud are delivered on time, on budget, and at the required quality standards. Act as liaison between technical teams and business stakeholders, communicating technical concepts clearly and managing expectations and priorities. Drive best practice contact center design into every aspect of solution delivery. Effectively manage all aspects of project and customer communications. Deliver end‑user training and documentation. Exercise independent judgment and lead enterprise‑level projects with minimal direction from senior management. Lead vision and strategy discussions with contact center and customer service leadership and management. Qualifications Customer‑facing contact center experience. Experience building integrations across workforce management, CRM, and contact center solutions. Knowledge of communication protocols and APIs such as WebRTC and SIP. Hands‑on scripting/coding experience (e.g., Python, Java, C#, .NET, Node.js). Strong communication and presentation skills with comfort speaking to 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. Proficient in documenting infrastructure requirements and specifications, including networking, security, and compliance needs. Knowledge of automation tools and frameworks for building, testing, and deploying software (e.g., Jenkins, GitLab CI/CD, CodeDeploy). Contact center architecture knowledge. Experience implementing infrastructure as code using AWS CDK and Terraform. Capability to set up monitoring and logging for infrastructure components and perform ongoing maintenance. Experience in technology/software sales, pre‑sales, or consulting. Advanced knowledge of AWS services and cloud architecture. Salesforce knowledge and familiarity with Service Cloud. Knowledge of contact center products such as Genesys, Cisco, Avaya, Twilio, etc. Experience with workforce management solutions. Experience working with outbound dialers and campaign management. Knowledge of Agile and Scrum development methodologies. AWS Cloud Practitioner certification. AWS Developer Associate or Professional certification. AWS Solution Architect certification or Professional. Salesforce Certified Administrator. Job Environment & Benefits Remote, in‑person, or hybrid work options at our Massachusetts HQ, regional hubs, or from anywhere. Up to 25% travel for certain roles. Flexible scheduling to accommodate personal commitments. Collaborative culture with open communication and regular town halls. Celebrations and team events to foster camaraderie. #J-18808-Ljbffr NeuraFlash