Application Developer, Communications Apps, Data & Machine Learning, WWPS US Federal
About the position
In this role as an Application Developer for Communications Apps within the Data & Machine Learning team at Amazon Web Services (AWS), you will be instrumental in helping U.S. Federal agencies implement innovative cloud computing solutions. Your primary focus will be on assisting these agencies in understanding application architectures and integration approaches, leveraging your consultative and leadership skills to ensure project success. AWS Professional Services engages in a variety of projects, drawing on collective experience from across the AWS customer base, and is dedicated to delivering strong outcomes for customers. You will collaborate with various teams within AWS to access product and service teams, ensuring the right solutions are delivered and driving feature innovation based on customer needs. Your responsibilities will include working closely with public sector customers to understand, plan, and implement best practices for migrating, building, managing, and operating Amazon Connect contact centers within their AWS cloud environments. You will deliver proof-of-concept projects, reusable artifacts, and reference architectures, while leading implementation projects that assist leading enterprises in modernizing and transforming their contact centers within AWS. This role requires you to work backwards from the customer's vision to design solutions that best fit their use cases, utilizing your deep expertise in contact center technologies such as Amazon Connect, Avaya, and Genesys, as well as experience in building applications in the cloud at scale. You will also be expected to provide guidance and support to other engineers, sharing industry best practices and direction. Your role will involve building technical solutions that are secure, maintainable, scalable, reliable, performant, and cost-effective. Additionally, you will identify and prepare metrics and reports to demonstrate the value of solutions to customers, while also communicating risks related to solutions and service constraints. This position is customer-facing, requiring travel to client locations to deliver professional services as needed. It is important to note that this is not a remote position, and you will be expected to work from the office or customer sites at least one day a week.
Responsibilities
?? Help clarify customer business outcomes during project discovery.
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?? Provide expertise and guidance in contact center infrastructure, design, implementation, and optimization.
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?? Maintain domain knowledge and expertise in enterprise call centers, workforce management, artificial intelligence, and CRM platforms.
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?? Implement and extend frameworks and methodologies commonly used by enterprises to assess, migrate, and transform the call center experience.
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?? Architect and build large-scale solutions that integrate smoothly in cloud and hybrid operating models for supporting Amazon Connect.
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?? Build technical solutions that are secure, maintainable, scalable, reliable, performant, and cost-effective.
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?? Identify and prepare metrics and reports for the internal team and for customers to delineate the value of their solution to the customer.
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?? Identify, mitigate and communicate risks related to solution and service constraints by making technical trade-offs.
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?? Participate in growing their team's skills and help mentor internal and customer team members.
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?? Provide guidance on the people, organizational, security and compliance aspects of transforming the contact center to the Cloud.
Requirements
?? Bachelor's degree or equivalent experience.
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?? 5+ years of experience as a contact center technology architect, enterprise IT Architect or senior contact center developer working with leading contact center technology platforms and applications, such as Avaya, Cisco, Genesys, Verint, NICE, Salesforce, etc.
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?? Hands-on technical practitioner and individual contributor.
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?? Hands-on experience working on the design, development and deployment of contact center solutions at scale.
Nice-to-haves
?? Computer Science, Information Systems, or Engineering background preferred; Master's degree desired.
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?? Diverse technical background that includes architecting and developing the frontend and backend components of cloud-based web applications.
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?? 10+ years of experience building call center / collaboration / telephony platforms in a Cloud or On-Premises environment, particularly building application integration capabilities for CRM/ WFM platforms.
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?? Visible IT Industry thought leadership on relevant topics related to enterprise IT call centers and infrastructure.
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?? Enterprise call center / telecomm implementation and operations experience.
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?? Serverless development experience including complex integrations with Amazon Lex, Lambda, Redshift, Aurora, Kinesis and Dynamo DB.
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?? Software Development / DevOps experience with integrating contact center platforms, CRMs, WFMs and AI.
Benefits
?? Medical, dental, and vision insurance
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?? 401(k) plan with company match
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?? Paid time off and holidays
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?? Employee discounts
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?? Tuition reimbursement
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?? Flexible work hours and arrangements
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?? Mentorship and career growth opportunities
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