Amazon Connect Developer

AHU Technologies•Washington, DC

1d•Hybrid

About The Position

The Amazon Connect Developer will work closely with the client and District government stakeholders to design, implement, and maintain a cloud-based contact center using Amazon Connect. The role focuses on ensuring optimal performance and alignment with business objectives. The developer will create and document contact flows, configure Amazon Connect instances and user profiles, build chatbots and conversational AI, and support KPI reporting through Amazon Connect and Amazon QuickSight. Responsibilities also include managing outbound voice campaigns and surveys, integrating Connect with CRMs and other systems using AWS services, and improving contact center efficiency, reliability, and availability. The role collaborates with security staff and supervisors to meet District, OCIO, and other applicable security controls, and applies change control and configuration management to production changes. The developer also troubleshoots technical issues, implements system revisions, and provides timely updates to the supervisor. Flexible work-from-home options are available.

Requirements

Hands-on experience with Amazon Connect CCaaS; AWS infrastructure experience alone is not the focus.
Hands-on AWS CI/CD experience deploying code and customizing Amazon Connect services.
At least 3 years of hands-on experience with Amazon Connect and other AWS cloud services.
Experience scripting and integrating AWS services such as Lambda, DynamoDB, and S3 to build and enhance contact center functionality.
Experience with other cloud platforms, VoIP, Customer Experience (CX) strategies, and system integration; 3 years is listed in the skills section.
In-depth hands-on experience creating contact flows, configuring call routing, and managing users in Amazon Connect.
Experience configuring and using Amazon Connect native reporting and dashboards for KPI management.
Experience with AWS services integrated with Amazon Connect, such as Lambda, Lex, and S3.
Knowledge of workforce optimization, forecasting, capacity planning, and scheduling best practices within the AWS Connect ecosystem.
Ability to work effectively with cross-functional teams, including IT project managers, business analysts, security staff, and business leaders.
Effective communication skills for gathering requirements, explaining technical matters, and collaborating with stakeholders.
Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field, or an equivalent combination of education and successful work experience.

Nice To Haves

AWS certification, such as AWS Certified Solutions Architect or AWS Certified Developer. This is described as preferred in the qualifications section.

Responsibilities

Work with the client and District government stakeholders.
Design, document, and implement Amazon Connect contact flows for dynamic call routing.
Develop and deploy chatbots and conversational AI for automated customer interactions in contact flows.
Configure and maintain Amazon Connect instances, user profiles, routing profiles, and security profiles.
Ensure KPI management metrics are collected and available in Amazon Connect.
Configure and maintain custom dashboards and reports in Amazon Connect and Amazon QuickSight.
Review Amazon Connect usage data from cloud monitoring tools such as Amazon CloudWatch and report findings to the supervisor.
Set up and manage outbound voice campaigns and customer surveys using Amazon Connect Outbound Campaigns and Contact Flows.
Ensure outbound campaigns comply with applicable regulations, including caller ID settings, call times, and contact attempts.
Design and implement integrations between Amazon Connect and other systems, including CRMs, using AWS Lambda and other AWS services.
Review and enhance designs based on feedback to improve contact center efficiency, reliability, and availability.
Collaborate with security staff and supervisors to document and implement procedures that meet District, OCIO, and relevant security controls.
Apply change control and configuration management processes to production modifications.
Identify and resolve technical issues in the Amazon Connect environment and provide timely updates to the supervisor.
Implement system revisions to maintain and improve overall performance.