CX Solutions Architect

3 weeks ago

Norcross, United States USAN Full time
Job DescriptionJob DescriptionSalary:

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

  • Sr Network Architect

    5 days ago

    Norcross, United States Expert Technical Solutions Full time

    Job DescriptionJob DescriptionSenior Network Architect Expert Technical Solutions is seeking a Senior Network Architect for one of our premier, industry leading clients in Peachtree Corners, GA. This person will be responsible for the network design, implementation, and maintenance for our client’s HQ and associated properties. This position is...

  • Cyber Security Cloud Engineer

    2 weeks ago

    Norcross, United States Novalink Solutions Full time

    Job Description The Security Cloud Engineer will assist the Cybersecurity Team by supporting Gwinnett County Security staff in their efforts to protect county systems. This position will be responsible for developing and maturing Microsoft Defender products and various other Cloud based products. Minimum Qualifications: •Previous experience in various...

  • Cyber Security Cloud Engineer

    3 weeks ago

    Norcross, United States Novalink Solutions LLC Full time

    Job DescriptionJob DescriptionThe Security Cloud Engineer will assist the Cybersecurity Team by supporting Gwinnett County Security staff in their efforts to protect county systems. This position will be responsible for developing and maturing Microsoft Defender products and various other Cloud based products. Minimum Qualifications:· Previous experience in...

  • Sales Executive

    1 week ago

    Norcross, United States USAN Full time

    USAN, Inc. is a leading technology solutions provider and an Amazon Web Services (AWS) Partner, specializing in innovative cloud-based contact center solutions. We empower businesses to deliver exceptional customer experiences (CX) through cutting-edge CCaaS offerings. We are seeking a dynamic, results-driven Sales Executive to join our team. The Sales...

  • Sales Executive

    2 weeks ago

    Norcross, United States USAN Full time

    Job DescriptionJob DescriptionSalary: USAN, Inc. is a leading technology solutions provider and an Amazon Web Services (AWS) Partner, specializing in innovative cloud-based contact center solutions. We empower businesses to deliver exceptional customer experiences (CX) through cutting-edge CCaaS offerings.We are seeking a dynamic, results-driven Sales...

  • Business Development Specialist

    3 weeks ago

    Norcross, United States USAN Full time

    Job DescriptionJob DescriptionSalary: USAN, Inc. is a leading technology solutions provider and an Amazon Web Services (AWS) Partner specializing in innovative cloud-based contact center solutions. We empower businesses to deliver exceptional customer experiences (CX) through our cutting-edge CCaaS offerings. We seeking an enthusiastic and experienced...

  • Project Managers Needed

    5 days ago

    Norcross, United States Gpac Full time

    A top commercial flooring company is currently looking for a highly skilled Industrial Project Manager to join their growing team. You will work with clients to specify products and installation services for specific projects. This person will also present products/services to architects, designers, and other end users. You will develop, analyze and call on...

  • Client Partner State

    4 days ago

    Norcross, United States Ensono Full time

    Worker Type: Employee Ensono is a leading, large-scale provider of mission critical to public cloud services serving enterprise and state and local customers. The Gartner Group says that, "Ensono is one of the top three mainframe services providers and a top ten provider of data center outsourcing services in North America… helping clients transform to a...

  • Cisco Sales Alliance Partner

    5 days ago

    Norcross, United States Diversified Full time

    The role of the Diversified Cisco Sales Alliance Partner (CSAP) is focused on driving strategic growth and partnership initiatives within the Cisco Alliance ecosystem and portfolio. It is the CSAP’s primary responsibility to develop and foster collaborative relationships with Cisco and its partners, maximize Cisco incentives, conduct...

  • Principal Consultant – Media

    5 days ago

    Norcross, United States Diversified Full time

    Principal Consultant – Media & Entertainment. Norcross, GA, USA ● Virtual Req # Wednesday, April 24, At Diversified, we don't just follow tech trends - we set them by leveraging the best in technology and ongoing advisory services to transform businesses. Our comprehensive suite of solutions is engineered to help our clients build connections...

  • Senior Accountant

    4 days ago

    Norcross, United States Sparus Holdings Full time

    Job DescriptionJob DescriptionCompanySparus Holdings is a Private Equity company providing professional, field, and technology services to Utilities and Fortune 500 Industrial Companies across the US and Canada. We are headquartered in Peachtree Corners and are experiencing significant organic and acquisition-related growth. This is an excellent opportunity...

  • DevOps Engineer

    4 weeks ago

    Norcross, United States USAN Full time

    Job DescriptionJob DescriptionSalary: USAN, Inc. is a leading provider of Cloud Contact Center Solutions with over 30 years of experience enabling CCaaS transformations and empowering businesses to deliver exceptional omnichannel customer experiences. With a strong focus on innovation and customer success, USAN offers a comprehensive suite of CCaaS solutions...

  • Account Executive

    2 weeks ago

    Norcross, United States Blue Harlan Full time

    Account ExecutiveNorcross GA, Onsite RoleBlue Harlan is the recruitment partner to an art and graphics production company with a modern, state-of-the-art facility whose team has a passion for setting the highest standards in the printing and framing industry.Utilizing cutting-edge technology the company is known by architects, designers and art consultants...