Amazon Connect Developer

AHU Technologies Inc•Washington, DC

3d•$90 - $95•Remote

About The Position

The Amazon Connect Developer will work closely with the client and District government stakeholders to design, implement, and maintain an AWS Connect cloud-based contact center aligned with business objectives. The role focuses on Amazon Connect CCaaS rather than AWS infrastructure, including contact flows, routing, user management, reporting, outbound campaigns, integrations, security, and ongoing optimization. The position offers flexible work-from-home options.

Requirements

At least 3 years of hands-on experience with Amazon Connect and other AWS cloud services.
Hands-on experience with Amazon Connect CCaaS; AWS infrastructure experience alone does not meet this requirement.
Hands-on AWS CI/CD experience deploying code and customizing Amazon Connect 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, Voice over IP (VoIP), Customer Experience (CX) strategies, and system integration.
In-depth hands-on experience with Amazon Connect contact flow creation, call routing, and user management.
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 (WFO), forecasting, capacity planning, and scheduling (FCS) 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, providing technical explanations, 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.
AWS certifications, such as AWS Certified Solutions Architect or AWS Certified Developer, are listed as preferred in the qualifications section and required in the skills section.

Nice To Haves

AWS certifications such as AWS Certified Solutions Architect or AWS Certified Developer; listed as preferred in the qualifications section.

Responsibilities

Design, document, and implement Amazon Connect contact flows to provide dynamic call routing based on business requirements.
Develop and deploy chatbots and conversational AI for automated customer interactions within Connect contact flows.
Configure and maintain Amazon Connect instances, user profiles, routing profiles, and security profiles.
Ensure metrics needed for KPI management are collected and available in AWS Connect.
Configure and maintain custom dashboards and reports in Amazon Connect and Amazon QuickSight for business units to monitor team performance.
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 relevant regulations, including requirements for caller ID, call times, and contact attempts.
Design and implement integrations between AWS Connect and other systems, including CRMs, using AWS Lambda and other AWS services.
Review and enhance designs based on feedback to improve contact center operational efficiency, reliability, and availability.
Collaborate with security staff and supervisors to document and implement processes and procedures that ensure AWS Connect complies with District, OCIO, and relevant security controls.
Apply change control and configuration management processes to production environment modifications.
Identify and resolve technical issues in the AWS Connect environment and provide timely updates to the supervisor.
Implement system revisions to maintain and improve overall performance.