Amazon Connect CX Solutions Architect - Remote

About USAN

USAN is a leading AWS partner for Customer Experience and CCaaS (Contact Center as a Service) delivery, promoting values rooted in work‑life balance, flexibility, and career growth opportunities. USAN has led the hosted/cloud CCaaS space for 30+ years and developed best‑in‑class SaaS solutions and services that add value to Amazon Connect. Our SaaS solutions, AWS tool kits, snap‑in integration connectors, and Professional Services IP from decades in this space accelerate CX implementations by 35‑50%.

Are you a CX Solutions Architect with a passion for technical building? If so, this position is for you! As a member of our Contact Center Customer Experience Team, you’ll be heavily involved in the pre‑sales process for a variety of cutting‑edge technology projects primarily with Amazon Connect, and related services such as Lex and other AI services. Working closely with USAN’s sales team, you will be responsible for demonstrating and creating value for USAN CXaaS portfolio of solutions, building technical credibility in compelling demonstrations, and creating accurate and competitive proposals for CXE transformation projects.

• Create compelling demos and deliver them to customers and prospects, showcasing the power of USAN’s SaaS offering across a variety of industry use cases
• Demonstrate AWS and USAN products/assets within the Amazon eco‑system, highlighting and emphasizing USAN’s value
• Lead discovery sessions, presentations, and workshops with prospects and customers
• Gather requirements for mid and large‑scale Contact Center as a Service (CCaaS) transformation projects
• Demonstrate the value of USAN as a CXaaS consulting partner
• Create and modify proposals and respond to RFPs working alongside the USAN customer success team
• Educate customers of all sizes on the value proposition across the AWS and USAN suite of services and participate in deep architectural discussions to ensure solutions are designed for successful deployment in the cloud
• Own the technical relationship with the customer and operate as their trusted advisor, with the best interests of the customer shaping the guidance you provide
• Create and capture best practices, technical content and new reference architectures (e.g., white papers, code samples, blog posts)
• Help maintain and update lead management, pipeline & forecasting in Hub Spot
• Be liaison between the sales and the technical team to improve efficiency in customer sales responses and product improvements
• Provide customer feedback and solutions to product management to continue to advance our portfolio of CXaaS solutions

• 2‑3 years’ experience technical sales of CCaaS solutions/services – preferably within Amazon Connect
• 2‑3 years in a customer‑facing role, preference for Pre‑Sales/Solution Engineering experience. Proven ability to present the value proposition of the solution
• B.S. in Computer Science, Mathematics, Engineering, or similar technical degree or equivalent experience
• Excellent presentation, customer engagement, and listening skills
• The right person will be highly technical and analytical, possessing several years of CCaaS experience
• Curious and fast learner

• Proven ability to influence others and lead customer engagements
• 2‑3 years’ experience in a customer‑facing consulting role
• Broad knowledge of the CCaaS market including Amazon Connect, NICE InContact, Genesys, Five9, Avaya, etc.; keen interest in learning rapidly in the AI space
• Team player with passion to succeed and drive the company forward
• AWS Certified Solutions Architect – Associate Certification or experience architecting solutions built on AWS
• Experience with AWS services related to CXE & analytics including Connect, Contact Lens, Lex, Comprehend, Transcribe, Quick Sight, etc.
• Demonstrated ability to adapt to new technologies and learn quickly

• Competitive compensation program
• Outstanding benefits package (including medical, dental, vision and life)
• 401(k) plan
• Excellent holiday/vacation plans
• Employee Referral Bonus Program
• Annual performance‑based bonus
• Ongoing training opportunities

USAN is committed to a diverse and inclusive…