Associate Director, Architect Global AWS Connect

The Role:

Are you ready to step up and take your technology expertise to the next level? Here, you can lead Modernas contact centers on the path to native cloud transformation and serverless, on the leading edge of cloud. Moderna is looking for passionate and digital front door obsessed AWS solution architect to join our Digital Contact center Technology Practice. You will help drive innovation, build differentiated solutions, and define new experiences for Moderna customers.

This new role will reside in the Digital Contact Center Technology working closely with cross functional business teams like Medical Information, Corporate Affairs, Clinical, Pharmacovigilance & Product Quality control, Commercial teams etc. The role will need to closely work with functions like Cloud Center of Excellence, Enterprise Systems, Cyber Security. As a Global AWS Connect Contact Center architect of will support the development, implementation, and execution of Connect Telephony, AWS applications and Omni channel Cloud Contact Center Platform, also support existing Contact Center global implementations.

The successful candidate will be responsible for the oversight of Managed Services vendors, including CI/ CD, incremental improvements and tracking of metrics and KPIs.

As Associate Director, Architect Global AWS Connect, you'll work with a OC3 program team and be responsible for identifying business requirements, requirements management, functional design, prototyping, process design (including scenario design, flow mapping), testing, training, defining support procedures and supporting implementations for Health Cloud Implementation. This position will focus on Digital Contact Center AWS Connect Technology & day to day global contact center operations.

Here's What Youll Do

• Ensure customer success in building and launching Amazon Connect solutions

• Facilitate business process reviews to identify customer requirements and design processes

• Participate in deep architectural discussions to ensure solutions are designed for successful deployment in the cloud

• Translate customer requirements into contact center design, leveraging best practices and minimizing the need for custom development

• Configure Salesforce CTI and Amazon Connect solutions

• Act as the technical liaison between customers, partners, and support teams

• Drive best practice contact center design into every aspect of solution delivery

• Effectively manage all aspects of projects and customer communications

• Deliver customer end user training and documentation

• Lead enterprise level projects with minimal direction from senior management

Heres What Youll Bring to the Table (Minimum Qualifications)

• College or bachelors degree, preferably in Computer Science, Software Engineering, other IT disciplines required, or 12 years relevant work experience without a degree, with at least 5 years of Solution architecture and design experience for medium to larger enterprise

• Minimum 8 years of hands-on keyboard AWS experience, with deeper capabilities and interests in specific services.

• Prior experience leading AWS technical solutioning

• Prior AWS program and project delivery experience

• Must have hands-on AWS experience with at least 5 implementation and/or Migration into AWS (preferred in an Enterprise scale environment)

• Minimum required AWS certification must include AWS Certified Solution Architect (Associate or Professional)

• Minimum 7 years of experience working with software product development processes using agile project management tools (e.g. JIRA, Bitbucket, etc.) and understanding of SDLC methodologies (Agile, SCRUM others)

• Customer-facing contact center experience, preferably with Amazon Connect

• Experience building integrations across 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.

• Knowledge of JSON architecture

• API integration experience

• Strong troubleshooting and debugging skills

• Experience with Cloudformation , Amazon Connect, Contact Flow Design, Lambda Integration, Lex Integration and Call Center Routing

Heres What Youll Bring to the Table (Preferred Qualifications)

• A system engineering or developer background with the ability to learn quickly and share your knowledge with a broader team.

• A mindset of automate everything, with experience demonstrating this

• Experience in project management experience having worked on agile software development methodologies and key best practices

• Knowledge of pharmaceutical industry is a plus with contact center models and regulations (global preferred)

• Experience with MDM, other Cloud Technologies (Preferably Salesforce Health Cloud and Service Cloud)

• Experience in contact center transformations & modernizations (Cloud Migration)

• Understanding of the complex processing needs of big data and can design scalable solutions on AWS

• Proven experience to equip the team with tools & practices to establish iterative, incremental, & predicable delivery (e.g. Story Pointing establishing stable velocity, Release Planning)

• Experience working with Engineering, DevOps, QA and Design to facilitate and assist in scoping, requirements gathering, backlog management, dependency coordination, capacity planning, sprint and release management

• Skilled at working effectively in a collaborative team environment where results are achieved through influence and the incorporation of multiple points of view

• Ability to collaborate with functional resources to gather requirements/feedback directly from contact center manager, Pharmacovigilance, product quality control and other internal stakeholders

• Demonstrated technical and functional knowledge implementing AWS Connect through volume and/or complexity of implementation experience

• Documented proficiency in writing user stories to capture AWS Connect requirements

• Experience supporting & collaborating with an implementation team to design a data model, user interface, business logic for custom applications

• Experience ensuring smooth releases and functional integration with other applications and vendor solutions

• Oversight of application and ensure project activities are completed on time, with high quality

• Experience as an integrator between business needs and technology solutions

• Ability to conduct relevant data analysis, and create reports

• Independently motivated, detail oriented and strong problem-solving ability

• Excellent organizational skills and demonstrated ability to multi-task with changing priorities

• Fast Paced, Flexible and Self- Starter

• Excellent written and verbal communication skills

Moderna is pleased to provide you and your family with a comprehensive and innovative suite of benefits, including:

• Highly competitive and inclusive medical, dental and vision coverage options
• Flexible Spending Accounts for medical expenses and dependent care expenses
• Lifestyle Spending Account funds to help you engage in personal enrichment and self-care activities
• Family care benefits, including subsidized back-up care options and on-demand tutoring
• Free premium access to fitness, nutrition, and mindfulness classes
• Exclusive preferred pricing on Peloton fitness equipment
• Adoption and family-planning benefits
• Dedicated care coordination support for our LGBTQ+ community
• Generous paid time off, including:
  Vacation, sick time and holidays
  Volunteer time to participate within your community
  Discretionary winter shut down
  Paid sabbatical after 5 years; every 3 years thereafter
• Generous Paid Leave offerings, including 18 weeks of 100% paid parental leave for all new parents
• 401k match and Financial Planning tools
• Moderna-paid Life, LTD and STD insurance coverages, as well as voluntary benefit options
• Complimentary concierge service including home services research, travel booking, and entertainment requests
• Free parking or subsidized commuter passes
• Location-specific perks and extras!

Candidates should be aware that Moderna currently maintains a policy requiring all US-based employees to be fully vaccinated against COVID-19 and receive a booster shot once eligible. Newly hired employees must be vaccinated and boosted prior to their employment start date. Moderna is an equal opportunity employer and will provide a reasonable accommodation to those unable to be vaccinated or receive a booster where it is not an undue hardship to the company to do so as provided under federal, state, and local law.

About Moderna

In over 10 years since its inception, Moderna has transformed from a research-stage company advancing programs in the field of messenger RNA (mRNA), to an enterprise with a diverse clinical portfolio of vaccines and therapeutics across seven modalities, a broad intellectual property portfolio in areas including mRNA and lipid nanoparticle formulation, and an integrated manufacturing plant that allows for rapid clinical and commercial production at scale. Moderna maintains alliances with a broad range of domestic and overseas government and commercial collaborators, which has allowed for the pursuit of both groundbreaking science and rapid scaling of manufacturing. Most recently, Moderna's capabilities have come together to allow the authorized use and approval of one of the earliest and most effective vaccines against the COVID-19 pandemic.

Moderna's mRNA platform builds on continuous advances in basic and applied mRNA science, delivery technology and manufacturing, and has allowed the development of therapeutics and vaccines for infectious diseases, immuno-oncology, rare diseases, cardiovascular diseases and autoimmune diseases. Moderna has been named a top biopharmaceutical employer by Science for the past seven years. To learn more, visit www.modernatx.com.

Moderna is a smoke-free, alcohol-free and drug-free work environment.

Moderna is committed to equal employment opportunity and non-discrimination for all employees and qualified applicants without regard to a persons race, color, gender, age, religion, national origin, ancestry, disability, veteran status, genetic information, sexual orientation or any characteristic protected under applicable law. Moderna will make reasonable accommodations for qualified individuals with known disabilities, in accordance with applicable law.

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