Customer Experience Solutions Architect

4 weeks ago


Norcross, Georgia, United States USAN Full time
Job Overview:
USAN is seeking a highly skilled Customer Experience Solutions Architect to help expand our CCaaS solutions focusing on Amazon. The ideal candidate will have deep domain-specific expertise in customer service technologies, including contact center cloud-based products, solution design, and implementation.

Key Responsibilities:
The Customer Experience Solutions Architect will work closely with customers and sales account executives to solve complex customer challenges that require expert knowledge and understanding of Cloud Contact Centers. This includes defining customer business use cases, building rapid demos, proposing roadmap and strategy, pricing, and scope of works. The role also involves working with customers to gather all their requirements during the discovery/assessment process that will be used to scope, size, and price the proposed solution.

Requirements:
The ideal candidate will have 10+ years of IT experience in customer service technologies, including contact center cloud-based products, solution design, and implementation. They will also have experience with Amazon Connect, Contact Flow Design, Lambda Integration, Lex Integration, and Call Center Routing. Additionally, they will be proficient in at least one language such as Python or Java, and have strong knowledge in communication protocols such as SIP, VoIP, or WebRTC. Experience with team management, enterprise architecture, and technical leadership is also required. The candidate should have handled at least one cloud migration project in an AWS environment and have been exposed to on-premises contact center solutions in a project with a 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.) is also required. Excellent analytical and communication (oral & written) skills are essential, as well as being highly self-motivated, quick learner, great teammate, challenge seeker, and having good leadership and project execution skills, happy to mentor and share knowledge.

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