Amazon Connect Solution Architect

AHU Technologies • Washington, DC

4d • Remote

About The Position

We are seeking an AWS Connect Specialist to design, implement, and maintain a cloud-based contact center using AWS Connect. This role involves close collaboration with clients and government stakeholders to ensure optimal performance and alignment with business objectives. The ideal candidate will have hands-on experience with Amazon Connect CCaaS, AWS CI/CD, and integrating various AWS services to enhance contact center functionalities. Experience with other cloud platforms, VoIP, CX strategies, and system integration is also crucial. This position offers flexible work-from-home options.

Requirements

• Hands-on experience with Amazon Connect CCaaS (not AWS infrastructure).
• Hands-on AWS CI/CD experience to deploy code and customize AWS Connect services.
• A minimum of 3 years hands-on experience with Amazon Connect and other AWS cloud services.
• Experience with scripting and integrating various AWS services, such as Lambda, DynamoDB, and S3, to build and enhance contact center functionalities.
• Experience with other cloud platforms and a strong understanding of Voice over IP (VoIP), Customer Experience (CX) strategies, and system integration.
• In-depth, hands-on experience with Amazon Connect, including contact flow creation, call routing, and user management.
• Demonstrated experience configuring and utilizing Amazon Connect's native reporting and dashboard capabilities for KPI management.
• Experience with other AWS services that integrate with Amazon Connect, such as Lambda, Lex, and S3.
• Strong understanding of workforce optimization (Forecast Capacity planning and Scheduling, FCS), best practices and how to implement them within the AWS Connect ecosystem.
• Proven 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.
• Engineering, or a related field or The equivalent combination of education and successful work experience.

Nice To Haves

• AWS certifications, such as AWS Certified Solutions Architect or Developer.

Responsibilities

• Design, document, and implement contact flows using AWS Connect for optimal and dynamic call routing.
• Develop and deploy chatbots and conversational AI within Connect contact flows for automated customer interactions.
• Configure and maintain AWS Connect instances, user profiles, routing profiles, and security profiles.
• Ensure all necessary metrics for KPI management are collected and available within AWS Connect.
• Configure and maintain custom dashboards and reports in Amazon Connect and Amazon QuickSight for performance monitoring.
• Regularly review usage data from Amazon Connect's cloud monitoring tools (e.g., Amazon CloudWatch) and report findings.
• Set up and manage outbound voice campaigns and customer surveys using Amazon Connect Outbound Campaigns and Contact Flows, ensuring regulatory compliance.
• Design and implement integrations between AWS Connect and other systems (e.g., CRMs) using AWS Lambda and other AWS services.
• Continuously review and enhance designs to improve operational efficiency, reliability, and availability.
• Collaborate with security staff and supervisors to document and implement processes ensuring AWS Connect compliance with security controls.
• Apply change control and configuration management processes for all modifications to the production environment.
• Identify and resolve technical issues related to the AWS Connect environment, providing timely updates.
• Implement system revisions to maintain and improve overall performance.

Benefits

• Flexible work from home options available.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior