Customer Experience Solutions Architect

7 days ago


Norcross, Georgia, United States USAN Full time
Job Overview

USAN is seeking a Customer Experience Solutions Architect to expand our CCaaS solutions focusing on Amazon. This role will work with customers and sales account executives to solve complex customer challenges requiring expert knowledge and understanding of Cloud Contact Centers.

The ideal candidate 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 to scope, size, and price the proposed solution.

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.

Key Responsibilities:

  • Combine technical skills in contact center, business acumen, and technical sales skills.
  • Support customers throughout the engagement lifecycle.
  • Work closely with the teams that support implementation, such as USAN Product team and USAN Proserv team.
  • Collaborate with the AWS sales teams and partners to remove customer technical blockers.

Requirements:

  • 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.
  • 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 an AWS environment and 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.).
  • 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.

Benefits:

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


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