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Human Resources Manager

South Florida Tech Hub

South Florida Tech Hub

People & HR
Fort Lauderdale, FL, USA
Posted on Friday, February 9, 2024

CloudHesive is an Amazon Premiere Partner and Amazon Managed Services Partner founded by veterans in the cloud technology space. We help our customers adapt and transform their organizations by leveraging the power of the public cloud ecosystem through consulting and next generation managed services with a focus on Operational Excellence, Security, Reliability, Performance Efficiency and Cost Optimization.

Our employees are the foundation of our success, and we invest in them! We are growing fast and have built a phenomenal team through in-depth training, partner events, community involvement, mentoring and much more. We move quickly, act decisively and communicate openly to drive a collaborative environment and our customer’s success. With offices in the U.S. and Latin America, you will work with experts in the industry on revolutionary technology solutions that have been deployed successfully around the globe.

The Opportunity:

We are seeking a Senior Specialist Solutions Architect – Amazon Connect with expertise in enterprise call centers to help our customers understand, plan, and implement best practices around migrating, building, managing, and operating Amazon Connect within the AWS cloud environments. This position will require in depth technical expertise and have the business level context of contact centers at scale.

What you’ll be doing:

Maintain domain knowledge and technical expertise in enterprise call centers, workforce management, Artificial Intelligence and CRM platforms
Implement and extend frameworks and methodologies commonly used by enterprises to assess, migrate, and transform the call center experience
Architect and build large-scale solutions, which integrate smoothly in cloud and hybrid operating models for supporting Amazon Connect and potential other 3rd party solutions
Provide guidance on the people, organizational, security and compliance aspects of transforming the contact center to the Cloud
Help partners and customers learn how to build and implement Amazon Connect
Define and deliver Professional Services engagements with partners and customers. This includes participating in delivery project planning, understanding customer requirements, proposing, and delivering packaged offerings, and delivering custom solution engagements, specifically focused on call center organization, processes, tooling and integration.
Assist in building and growing a CloudHesive Amazon Connect practice by identifying skills and resources needed, provide mentoring and training to team members to grow the internal team’s expertise.
Prototype and demonstrate solutions for clients in customer environments.
Use your experience and expertise to craft and implement technical solutions to complex problems as an individual contributor or as a part of a larger team
Be a trusted advisor to your CloudHesive colleagues and to our clients

Is this role for you?

Bachelor’s degree (B.A.) from a four-year college or university; and/or 8 years of related experience and/or training; or equivalent combination of education and experience.
Analytical/Problem solving ability – ability to quickly evaluate an issue, resolve it or implement a workaround with consistent accuracy and success
10+ years of experience building call center / collaboration / telephony platforms in a Cloud or On-Premises environment such as Avaya, Genesys, Cisco platforms and common systems that integrate to them
5+ years implementing, consulting, and evangelizing contact center solutions in highly-visible customer-facing roles
Experience as a contact center technology architect, enterprise Architect or contact center software development engineer
Experience working with leading contact center technology platforms and applications, such as Avaya, Cisco, Genesys, Verint, NICE, Salesforce, etc.
Responsibility for designing, implementing and operating contact centers or telecommunication infrastructures within an enterprise environment.
Strong verbal and written communication skills, with the ability to work effectively across internal and external organizations.
Given the nature of our customers some after-core-business-hours activities may be required, e.g., a migration activity
Periodically engage with the technical community via Pull Requests, Blog Posts, Social Media, Webinars, Meet Ups, etc.
Attain and/or Retain relevant Certifications (Amazon Web Services)
Commit to continuous learning
Operate with a High Sense of Urgency
May require up to 25% travel within the United States

In addition to the perks of working with an awesome team, CloudHesive offers competitive compensation, comprehensive benefits, training on cutting edge technology and partners (AWS), a flexible work schedule, responsible time off, standing desks, a kitchen filled with snacks chosen by our employees and much more! If you think you’d be a great fit, we’d like to learn more about you!