CX Solutions Architect

Overview:

USAN is looking for a Customer Experience Solution Architect (CXSA) to help expand our CCaaS solutions focusing on Amazon. The CXSA’s are technologists with deep domain-specific expertise, able to address advanced concepts and feature designs. This role will be part of USAN’s sales organization, working with customers and sales account executives to solve complex customer challenges that require expert knowledge and understanding of Cloud Contact Centers. The CXSA’s will define customer business use cases, build rapid demos, propose roadmap and strategy, pricing, and scope of works.  They will also work with customers to gather all their requirements during the discovery/assessment process that will be used to scope, size and price the proposed solution.  In addition to this, they work with USAN core product teams and professional services in creating go to market demos, services led strategies and product roadmap. They also act as subject matter experts in Amazon Connect, with continuous learning on product updates and roadmaps.  

Key Job Responsibilities: 

CX SAs combine technical skills in contact center, business acumen, and technical sales skills. They are focused on supporting customers throughout the engagement lifecycle and work closely with the teams that support implementation such as USAN Product team and USAN Proserv team. CXSAs work closely with the AWS sales teams, and our partners in removing customer technical blockers in moving an opportunity further. This role will give you opportunities to work on interesting and challenging problems, collaborate with a group of skilled practitioners focused on delivering outcomes for our customers, and be part of an inclusive company culture.   

The CX SA also is responsible for gathering all technical requirement from the customer, documenting those, and doing a deep dive as needed to define the full scope of a proposed solution implementation, and work with the Product and ProServ teams to properly design, scope, size and price the proposed solution for each customer. 

The CX SA’s report to the office of the CTO that drives the Technical Pre-sales, Innovation Labs and Demo strategy for USAN. The CXSA role is critical for creating several industry specific Demos using Amazon Connect and USAN product suite. Creating the ‘Art of Possible’ demos around omni-channel customer experience, Generative AI experiences, custom agent desktop experiences, etc... 

Basic Qualifications:  

• 10+ years of IT experience in customer service technologies including Contact center cloud-based products, solution design and implementation. 
• Experience with Amazon Connect, Contact Flow Design, Lambda Integration, Lex Integration and Call Center Routing. 
• Proven track record of working with multiple disciplines within a customer account to ask questions, gather and document requirements for contact center projects.  
• Proficient in at least one language such as python or JavaScript/node.js 
• Strong Knowledge in communication protocols such as SIP, VoIP or WebRTC.  
• Experience with team management, enterprise architecture and technical leadership. 
• Must have handled at least one cloud migration project in AWS environment and should have been exposed to on-premises contact center solutions in project with sizable team, and technical complexity. 
• Genesys/Cisco/Avaya/Twilio/Google contact center product knowledge and whole contact center domain knowledge is a plus. 
• Experience with AWS services stack (S3/ec2/Lambda/Containers/Event Bridge/Kinesis/Amazon Lex/Amazon Polly etc.) 
• Excellent analytical and communication (oral & written) skills. 
• Highly self-motivated, quick learner, great teammate, challenge seeker. 
• Good leadership and project execution skills, happy to mentor and share knowledge. 

Job Benefits:

• 401(k)
  
• Dental insurance
  
• Flexible schedule
  
• Health insurance
  
• Health savings account
  
• Paid time Off
• Vision Insurance