Principal Solution Architect - AWS

At TTEC Digital, we coach clients to ensure their employees feel valued, and fully supported, because an amazing customer experience is an employee first process. Our vision is the same, a place where employees know they can thrive.

Sandcastle Solution Architect – AWS (Pre-Sales)

Position Purpose

The AWS Solution Architect will serve as a technical subject matter expert for the SandcastleCX Practice, supporting pre-sales and post-sales customer engagements. The role focuses on designing, demonstrating, and validating Amazon Connect and AWS-based customer experience (CX) solutions through Proof of Concepts (POCs), customer workshops, and solution architecture.

Key Responsibilities

• Lead pre-sales and post-sales customer engagements for SandcastleCX.
• Gather business and technical requirements and design end-to-end AWS Connect solutions.
• Build and demonstrate Proof of Concepts (POCs) and customer use cases.
• Design technical architecture and integration strategies.
• Conduct customer enablement sessions, workshops, and platform demonstrations.
• Identify cross-sell and up-sell opportunities.
• Resolve customer technical concerns and reduce implementation risks.
• Collaborate with Sales, Delivery, and Product teams.
• Stay current with AWS, AI, Contact Center, and Customer Experience technologies.

Technical Expertise

• Amazon Connect solution architecture
• AWS Cloud Services (Lambda, Lex, S3, DynamoDB, CloudFormation/CDK)
• AWS AI services (Bedrock, Transcribe, Comprehend)
• Infrastructure as Code (Terraform, CloudFormation, CDK)
• CRM integrations (Salesforce, Microsoft Dynamics, ServiceNow)
• Contact Center platforms (Genesys, Cisco, Avaya, Five9)
• Voice and Digital Channel technologies
• API integrations and cloud architecture
• Network infrastructure fundamentals
• Technical presentations and solution demonstrations

Competency

• Strong solution architecture and design skills
• Customer-facing and consulting experience
• Executive-level communication and presentation skills
• Pre-sales and technical consulting expertise
• Problem-solving and analytical thinking
• Team collaboration
• Stakeholder management
• Ability to translate technical solutions into business value
• Experience building enterprise demos and POCs

Technology Stack

• Amazon Connect
• AWS Lambda
• Amazon Lex
• Amazon S3
• DynamoDB
• CloudFormation
• AWS CDK
• Terraform
• Amazon Bedrock
• Amazon Transcribe
• Amazon Comprehend
• Salesforce
• Microsoft Dynamics CRM
• ServiceNow
• Genesys
• Cisco Contact Center
• Avaya
• Five9
• Lucidchart
• draw.io
• Microsoft PowerPoint

Education, Experience & Certifications

• Bachelor’s degree in Computer Science, Engineering, or a related field (or equivalent experience).
• 10+ years of experience in technical pre-sales, solution engineering, or contact center consulting.
• 5+ years of hands-on experience with Amazon Connect and AWS services.
• AWS Professional Certifications (Solutions Architect, Developer, or Specialty) preferred.
• Experience designing enterprise contact center solutions.
• Experience presenting to executive and technical stakeholders.
• Ability to travel up to 30% for customer and partner engagements.

TTEC Digital and our 1,800+ employees, pioneer engagement and growth solutions that fuel the exceptional customer experience (CX). Our sister company, TTEC Engage, is a 60,000+ employee service company, with customer service representatives located around the world. TTEC Holdings Inc. is the parent company for both Digital and Engage. When clients have a holistic need, they can draw from these independently managed centers of excellence, TTEC Digital and TTEC Engage.

We are also delighted to share that TTEC has been awarded the Great Place To Work 2024-2025 certification based on outstanding employee experience across 14 countries.

TTEC is a proud equal opportunity employer where all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability. TTEC has fully embraced and is committed to expanding our diverse and inclusive workforce. We strive to reflect the communities we serve while delivering amazing service and technology centered around humanity.

Rarely do applicants meet all desired job qualifications, so if you feel you would succeed in the role above, please take a moment…