DESCRIPTION

Ring CS Technology Enablement team is looking for a highly motivated Senior Solution Architect to help accelerate Ring’s adoption of new Amazon Connect, Salesforce and AWS features and integration into our day to day operations. The ideal candidate will work cross-functionally and be capable of sorting through competing priorities and driving agile best practices in an unstructured environment. You will accelerate progress by creating or optimizing internal and cross-team processes to improve, communication, collaboration, and commitment across multiple groups with competing priorities.

This role will be responsible to create end to end technology architecture and artifacts in partnership with product and development teams and also be managing the AWS infrastructure supporting the CRM implementation. This role will define the secure integrations between the Salesforce and other systems by collaborating with the product, security and other cross functional teams.

The ideal candidate would be innovative and have great analytical and problem solving skills and will hit the ground running in our fast-paced environment, create a consistently positive customer experience for our neighbors and proactive in removing roadblocks. You pay attention to detail, dive deep to understand the root problems and determine the right trade-offs. If you are naturally inquisitive with experience diagnosing and resolving complex problems at their root. You are able to clearly document requirements and dependencies in order to share out with stakeholders to drive prioritization and delivery.

Key job responsibilities
- Monitoring and manage the AWS infrastructure framework services, roles, keys, permissions, exceptions, scaling, patches
- Provide technical/assistance oversight to the system administrators and development teams
- Research about the new AWS, features Amazon Connect, and Salesforce features in Bedrock, Q, Connect, SES, Glue etc.. and create proof of concepts to promote automations and optimizations for the technology and business processes
- Determine the strategy to leverage LLM and AI to provide both operational efficiencies and customer experiences
- Maximize Ring CS's ROI in Amazon Connect while minimizing cost
- Lead CS in leverage Amazon Connect native offerings to replace custom coded solutions
- Serve as a trusted advisor for Ring CS Technology Enablement as a technical subject matter expert
- Deliver working, feasible, Amazon bar level solutions designed to address Ring CS needs in a timely fashion
- Define the integration architecture and services definitions for interactions end-to-end between systems
- Work with product and business teams to keep the current state architecture artifacts up-to-date and build target state architectures for the product roadmap
- Advice the program management on the technology/external dependencies on delivering new feature requests and helping build the work back plans
- Ensure CS is securing our NX's data by adhering to Amazon's security, privacy, legal, and operational (Shepherd, etc.) standards
- Work with the Security and privacy teams on getting the directional buy-ins for the solutions and run the ASR/Kale/TPS certification processes
- Design Inspector architecture
- Security/Privacy/ASR Intakes
- Own the process from end to end on behalf of the team

About the team
The RCTE team owns and manages the customer support technology stack to provide and empower Ring’s customer support associates to provide service to our Neighbors (customers). Our vision is to be customer inspired and technology-enabled to propel customer service towards new horizons, transforming it into a scalable and secure enterprise-grade infrastructure within the next year. Today, we focus the business on reactive customer service. In the coming year, we will enhance products and technologies with groundbreaking innovations that will leave our customers thrilled and excited. We are committed to delivering neighbor and associate experiences that are unparalleled, simplifying and streamlining business processes with intuitive interfaces through the use of Out Of The Box or low-code solutions. We focus on providing a seamless and effortless experience that revolutionizes customer service and boosts productivity.