Overview:
Why SoftwareOne?
For over 30 years SoftwareOne has been the foundation for organizations around the world for their technology solutions. With changes in the market from on-premises to cloud we have always been one step ahead. Underpinning our transitions and evolutions are our seven core values which we expect from all our current employees and look for in our future colleagues. The global nature of our organization allows us to adapt and commit to these values unique to the culture and business needs of each location.
What you should know about us:
Strip away everything. Strip away our brand, strip away our buildings, strip away our offices. What are we left with? Our people. This is what makes SoftwareOne successful.
Passionate people who live and breathe our values every day, who delight our customers, every day, and who go above and beyond every day. Our culture is unique, and I believe that having the right people and empowering them to succeed, is the absolute key to our success. -Patrick Winter, Founder.
What we expect from our employees:
Success at SoftwareOne is not defined by what you do for yourself, but by what you deliver for our customers, the business and for the employees around you. SoftwareOne employees are energized, agile and are laser focused on delivering world-class Customer Satisfaction and results. Our leaders motivate and inspire their teams and provide a working environment that delivers incredible levels of Employee Satisfaction. We are Humble, have a remarkably high degree of Integrity and are simply not interested in politics. Our leaders operate with a high level of Discipline but are able to work at Speed manage change in a global economy.
Responsibilities:
Job Summary
SoftwareOne is seeking a strategic and detail-oriented Amazon Connect Solution Strategist to support the design, documentation, and implementation of Amazon Connect solutions. This role focuses on translating customer experience (CX) requirements into functional solution designs, guiding the customer journey, and aligning Amazon Connect capabilities with business goals. The Solution Strategist will be a key player in shaping scalable, user-centric contact center solutions by working closely with clients, solution architects, and developers throughout the deployment lifecycle
Role and Responsibilities
Customer Journey Design & Analysis
* Partner with stakeholders to capture and map current and future-state customer journeys.
* Identify customer pain points, CX improvement opportunities, and key KPIs.
* Translate journey maps into technical and functional requirements for Amazon Connect deployments.
CX Solution Scoping & Documentation
* Gather and document business requirements aligned with Amazon Connect features.
* Develop detailed design documentation including call flows, use cases, IVR menus, and decision trees.
* Support user stories, process diagrams, and traceability matrices across CX initiatives.
Deployment Methodologies & Delivery Support
* Apply industry best practices for cloud contact center deployment methodologies.
* Collaborate with cross-functional teams to ensure accurate configuration of routing profiles, queues, and contact flows.
* Participate in UAT planning, execution, and documentation to validate delivery quality.
* Lead Amazon Connect demonstrations and trainings to support client supervisors, managers and agents.
* Lead demonstrations and trainings related to creating and maintaining Amazon Connect real-time, historical and dashboard reports.
Stakeholder Engagement & Communication
* Serve as the bridge between business users and technical teams.
* Lead discovery workshops and functional deep-dives with clients and internal teams.
* Present CX design recommendations that align with both technical feasibility and business objectives.
Continuous Improvement & Innovation
* Stay current on Amazon Connect advancements and the broader AWS CX ecosystem (e.g., Lambda, Kinesis, Lex, Contact Lens).
* Propose enhancements based on analytics, user feedback, and evolving business needs.
* Support the creation of reusable documentation templates and knowledge assets.
Success Criteria
KPI
Measurable Criteria
Client Engagement Quality
Maintain an average CSAT score 4.5/5 or equivalent positive feedback across engagements.
CX Strategy Deliverables Completed
Deliver at least 1-2 strategic documents per engagement, such as business impact assessments or modernization plans.
Solution Alignment Rate
At least 80% of proposed solutions or recommendations are accepted or partially implemented by the customer.
Time to First Recommendation
Deliver initial recommendation or assessment within 2-3 weeks of engagement start.
Cross-Functional Collaboration Score
Receive an average internal collaboration score of 4/5 from PMs, developers, and delivery leads.
Enablement Contributions
Create or update at least 2 reusable internal assets (e.g., playbooks, checklists, templates) per quarter.
Organizational Alignment
Goal: To guide clients in aligning their Amazon Connect implementations with long-term customer experience strategies and business outcomes.
Vision: Serve as a strategic voice within the CX delivery team, bridging the gap between business needs and technical execution. Through thoughtful advisory, discovery, and planning, you ensure that every Connect deployment is designed not just to work-but to work for the customer's future growth and agility.
Reports to: CX Delivery Lead - Cloud Services
What we offer
* Generous pay with bonus structure
* An independent environment without a lot of red tape where you are empowered to make decisions
* Substantial benefits package that includes:
* Full suite of medical coverage with A+ carriers, Dental, and Vision with strong employer contributions
* Additional voluntary coverage available for Pets, Identity Theft Protection, Accident & Critical Illness
* 401k program with employer matching 50% up to the first 10% of employee's contributions
* Wellness plan that includes credits to premiums and employer contributions towards the savings plan of your choice
* Access to EAP and concierge services
* Pre-paid legal at no cost
* Abundant time off that includes paid holidays, floating holidays, your birthday off, a volunteer day, and discretionary time off (DTO)
* Employee stock purchase plan
* Learning and development opportunities galore
* Tuition reimbursement
* And much more!
* Specific to Milwaukee-based office employees: company-paid parking
Winning culture, inclusive environment, and friendly people all over the world
Qualifications:
What you offer
Qualifications:
* Bachelor's degree in Business, Information Systems, or a related field (or equivalent experience).
* 3+ years of experience as a Solution Strategist or CX Analyst, ideally in a contact center or AWS ecosystem.
* Familiarity with Amazon Connect capabilities, core CX concepts (IVR, ACD, WFM, CRM integrations), and customer journey mapping.
* Experience with AWS services including Lambda, S3, DynamoDB, CloudFormation, QuickSight, and Data Lake is a plus.
* Strong analytical, organizational, and problem-solving skills.
* Excellent written and verbal communication abilities; able to tailor communication for executive and technical audiences.
* AWS certification (e.g., Cloud Practitioner or Connect-specific training) is advantageous.
Preferred Attributes
* Experience supporting Agile delivery teams.
* Strong attention to detail and passion for improving customer experience.
* Ability to thrive in fast-paced, client-facing environments.
* Multilingual fluency (Spanish preferred but not required).
The preceding job profile has been designed to indicate the general nature and level of work performed by associates within this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required.
Additional duties may b
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