Customer Success Specialist Solutions Architect, Amazon Connect

$118,200 - $204,300/Yr

Amazon - Herndon, VA

Full-time - Mid Level

Herndon, VA

Sporting Goods, Hobby, Musical Instrument, Book, and Miscellaneous Retailers

About the position

The Amazon Connect Customer Success Specialist Solutions Architect (CSS SA) is a highly technical role focused on helping customers achieve their goals through the adoption of AWS services, particularly in the Contact Center as a Service (CCaaS) domain. The CSS SA will leverage their expertise to drive customer success by providing technical guidance, leading architectural reviews, and collaborating with various teams to solve complex business challenges. This position requires a blend of technical knowledge and customer engagement skills to ensure successful implementation and integration of AWS solutions.

Responsibilities

• Leverage deep expertise in the Contact Center and customer experience domain to advance adoption of AWS products in service to customer goals.
• Collaborate with specialist, sales, marketing, and products teams to ideate around customers' most challenging business problems.
• Act as a trusted advisor to line of business and C-suite leaders.
• Lead architectural reviews and workshops to advance customers' technical objectives.
• Act as a thought leader sharing best practices through forums such as AWS blogs, whitepapers, and public-speaking events.
• Educate customers on the value proposition of AWS and participate in architectural discussions to ensure solutions are designed for successful deployment in the cloud.
• Provide data and anecdotes on what is working and what is not back to the larger specialist community and product teams.
• Act as primary point of contact for urgent customer issues in your technical specialty.
• Increase adoption of Amazon Connect features over time and in a way that delivers value to customers.

Requirements

• 2+ years of design, implementation, or consulting in applications and infrastructures experience.
• 4+ years of specific technology domain areas experience (e.g. software development, cloud computing, systems engineering, infrastructure, security, networking, data & analytics).
• 3+ years of experience building integrations across WFM, CRM, and contact center solutions or experience with communications protocols and APIs such as WebRTC and SIP or similar CCaaS technology.
• Experience with complex Contact Center as a Service (CCaaS) implementations.
• Bachelor's degree or equivalent experience.

Nice-to-haves

• Experience migrating or transforming legacy customer solutions to the cloud.
• AWS Solution Architecture certification or relevant cloud expertise.
• Computer Science/relevant degree and/or experience highly desired.

Benefits

• Comprehensive medical, financial, and other benefits package.
• Equity and sign-on payments may be provided as part of total compensation.