We are a leading AI and Consulting Partner of Amazon & Salesforce obsessed with helping our customers transform their contact centers with AI Powered Experiences. Our expertise spans across the Amazon ecosystem with Amazon Connect, Lex & Contact Lens and Salesforce ecosystem with Service Cloud Voice, Einstein Bots and Digital Channels, Service Cloud, Field Service, CPQ, MuleSoft, and Einstein Analytics. We are experts in building experiences grounded in data that transform and optimize the employee and customer journey.
What sets NeuraFlash apart?
Join NeuraFlash, where growth is not just a goal, but a way of life! Since our inception in 2016, we've been on a rocket ship, soaring to an average of 35%+ growth year over year. This rapid expansion has unlocked a world of exciting career opportunities for our team.
Imagine stepping into the heart of innovation, working with cutting-edge technologies like Salesforce, GenAI, and Amazon. Here, you won't just keep pace with the industry; you'll set it!
But growth isn't just about the company; it's about you. At NeuraFlash, we believe in endless learning. Our technical boot camps are your gateway to mastering new skills and technologies. Whether you're diving into GenAI or conquering Service Cloud Voice, we've got your back.
Our success is rooted in the satisfaction of our customers, and our exceptional CSAT score reflects that. Join our team, and you'll play a pivotal role in leading these impactful initiatives, contributing to meaningful change.
We are committed to nurturing positive working relationships, enabling us to harness the full potential of our team and drive success collectively. Through annual meet-ups in North America and India, as well as quarterly events online or in various regions, you'll build strong, cross-border relationships with teammates around the world.
Ready to become part of the NeuraFlash team? Let's redefine growth and innovation together!
AS AN AWS TECHNICAL ARCHITECT, YOU WILL HAVE THE OPPORTUNITY TO:
- Ensure customer success in building and launching Amazon Connect solutions for NeuraFlash customers
- Conduct technology assessment and audits to identify the need (from an ROI and Outcomes perspective) to move to CCaaS AWS Connect Platform, improving agent experience and productivity
- Facilitate business process reviews to identify customer requirements and processes
- Educate customers on the value proposition of AWS, and participate in deep architectural discussions to ensure solutions are designed for successful deployment in the cloud
- Lead discovery for customers, help customers build ROIs for projects, and deliver presentations and estimate for delivering that ROI
- Translate customer requirements into contact center design, leveraging best practices, and other AWS Services
- Oversee and mentor technical teams, providing guidance and support to ensure that proposed solution (on Salesforce and AWS Cloud) is delivered on time, on budget, and to the required quality standards
- Act as a liaison between technical teams and business stakeholders, communicating technical concepts in a clear and understandable manner, and managing expectations and priorities
- Drive best practice contact center design into each and every aspect of solution delivery
- Effectively manage all aspects of project and customer communications
- Deliver customer end user training and documentation
- Exercise independent judgment, and take the lead role on enterprise level projects with minimal direction from senior management
- Lead vision and strategy discussions with contact center and customer service leadership and management
QUALIFICATIONS:
- Customer-facing contact center experience
- Experience building integrations across WFM, CRM, and contact center solutions
- Experience with communications protocols and APIs such as WebRTC and SIP
- Experience with hands-on Scripting/coding (e.g., python, java, c#, .NET, Node.js)
- Communication and presentation skills with a high degree of comfort speaking with executives, IT Management, and customers
- API integration experience
- Strong troubleshooting and debugging skills
- Experience with Cloudformation, Contact Flow Design, Lambda Integration, Lex Integration, and Call Center Routing
- Proficient in understanding and documenting the infrastructure requirements and specifications, including resource types, networking, security, and compliance needs.
- Knowledge of automation tools and frameworks for building, testing, and deploying software, such as Jenkins, GitLab CI/CD, CodeDeploy
- Contact Center architecture knowledge
- Experienced in implementing infrastructure as code using AWS Cloud Development Kit (CDK) and Terraform, ensuring consistent and efficient infrastructure deployment.
- Capable of setting up monitoring and logging for infrastructure components and performing ongoing maintenance to ensure optimal performance and availability.
- Experience in technology/software sales, pre-sales, or consulting
- Advanced knowledge of AWS services and cloud architecture
- Salesforce knowledge and familiarity with Salesforce Service Cloud
- Contact center product knowledge of other platforms (Genesys, Cisco, Avaya, Twilio, etc.)
- Experience with WorkForce Management solutions
- Experience working with outbound dialers and campaign management
- Knowledge of software development methodologies such as Agile and Scrum
- AWS Cloud Practitioner Certification
- AWS Developer Associate Certification or Professional
- AWS Solution Architect Certification or Professional
- Salesforce Certified Administrator
- Remote & In-Person: Whether you work out of our HQ in Massachusetts, one of our regional hubs, our India office, or you're one of over half of our NeuraFlash Family who work remotely, we’re focused on keeping everyone connected and unified as one team.
- Travel: Get ready to pack your bags and hit the road! For certain roles, travel is an exciting part of the job, with an anticipated travel commitment of up to 25%. So, if you have a passion for adventure and don't mind a little jet-setting, this opportunity could be your ticket to exploring new places while making a positive impact on clients.
- Flexibility: Do you have to take the dog to the vet, pick up the kids from school, or the in-laws from the airport? We know that a perfect 9-5 isn’t possible. So you have to jump out to do any of those, no problem! We build a culture of trust and understanding. We value good work not the hours in which you get it done
- Collaboration: You have a voice here! If you work with a team of smart people like we do, it’s a no-brainer to take suggestions and feedback on how to keep NeuraFlash thriving. Our executive team holds town halls & company meetings where they address any suggestions or questions asked, no matter how big or small.
- Celebrate Often: We take our work seriously, but we don’t take ourselves too seriously. Whether it is an arm wrestling contest, costume party, or ugly holiday sweaters our teams love to have fun. And while we work hard, we don’t forget to slow down and celebrate the big things and the small things together.
Location: NeuraFlash strives to provide you with the flexibility to work in the location that makes the most sense for your lifestyle. For those that prefer an office setting, this role may be based in any of our hub locations within the United States, and India. If you prefer to work from your home, we can accommodate remote locations anywhere in the United States for our U.S. based employees, anywhere within British Columbia and Ontario for our Canadian employees, and anywhere within Colombia for our Colombian based employees!
Top Skills
What We Do
We are NeuraFlash, your Service Cloud and AI experts. As a leading AI and Platinum Consulting / ISV Partner of Salesforce, we are obsessed with helping our customers transform their businesses with Bots, Digital Channels, Service Cloud, Field Service Lightning, and Einstein Analytics.
We are a dynamic and fast-growing team of go-getters who are driven and passionate about customer success. Our team consists of not only certified Salesforce consultants but also AI experts. Whether it’s taking your initial first steps, enhancing existing solutions, or ongoing optimization, we help customers leverage the power of Salesforce Einstein and AI to improve their businesses and get the most out of their Salesforce.com investment.
Our Mission: Here at NeuraFlash we are obsessed with customer success and have a mission of helping our customers build their Salesforce story leveraging the power of AI. We specialize in building solutions that transform and optimize experiences: employee and customer. We believe that every customer and solution is unique and therefore have IP, tools and best practices to help any business achieve its Salesforce goals. We’re the “Service Cloud Guys” - it’s what we do!
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