AWS Solution Architect

Role overview

Lead the design and delivery of cloud-based contact center solutions for customers. The role combines discovery and architecture with hands-on integration, technical guidance, and customer communication. You will help organizations assess business needs, shape contact center designs, and coordinate delivery teams through launch, training, and follow-up.

Responsibilities

- Lead customer discovery, process reviews, and technology assessments to clarify requirements and identify potential outcomes and return on investment. - Translate customer needs into contact center architectures, including call flows, routing, and integrations with cloud and customer service systems. - Guide technical teams through solution delivery, helping manage quality, timelines, budgets, risks, and priorities. - Advise customer leaders on architecture and cloud adoption, and communicate technical choices clearly to business and IT stakeholders. - Troubleshoot integration and platform issues, and provide end-user training and supporting documentation. - Manage customer communications and contribute to strategy discussions with contact center and service leadership.

Requirements

- Customer-facing experience with contact centers and cloud architecture, including strong knowledge of AWS services. - Experience integrating contact center platforms with CRM and workforce management systems, and using APIs or communications protocols such as SIP or WebRTC. - Practical scripting or coding experience, such as Python, Java, C#, .NET, or Node.js, plus strong debugging skills. - Familiarity with contact flow design, infrastructure templates, serverless functions, conversational services, and call routing. - Clear presentation and communication skills, including comfort working with customers, executives, and technical teams. - Experience in consulting, presales, or technology sales, and knowledge of automation and software delivery practices.

Nice to have

Salesforce Service Cloud experience; familiarity with other contact center platforms, outbound dialers, campaign management, or workforce management tools; and knowledge of Agile or Scrum. Relevant AWS certifications and Salesforce Administrator certification are also valued.

Benefits and work setup

The listing describes remote and office-based work, flexible scheduling, and a collaborative team environment. Some roles may involve travel of up to 25%; the listing does not establish whether that commitment applies to every position.