AWS Connect Specialist

LingaTech•Washington, DC

3d•Hybrid

About The Position

The role is responsible for designing, implementing, and maintaining an AWS Connect cloud-based contact center to ensure optimal performance and alignment with business objectives. The candidate will work closely with cross-functional teams to enhance customer interactions, monitor performance metrics, and integrate AWS services for a fully optimized contact center experience.

Requirements

Hands-on experience with Amazon Connect CCaaS, excluding general AWS infrastructure.
Hands-on AWS CI/CD experience to deploy code and customize AWS Connect services.
3+ years of hands-on experience with Amazon Connect and other AWS cloud services.
Scripting and integrating various AWS services, such as Lambda, DynamoDB, and S3, to build and enhance contact center functionalities.
3+ years of 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.
Knowledge of workforce optimization (Forecast Capacity Planning and Scheduling, FCS) best practices and implementation within the AWS Connect ecosystem.
Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field, or an equivalent combination of education and experience.

Nice To Haves

AWS certifications, such as AWS Certified Solutions Architect or Developer, demonstrating expertise in the platform.

Responsibilities

Design, document, and implement dynamic contact flows in AWS Connect to meet business requirements.
Develop and deploy chatbots and conversational AI within Amazon Connect contact flows for automated customer interactions.
Configure and maintain Amazon Connect instances, including user profiles, routing profiles, and security profiles.
Collect and manage all metrics for Key Performance Indicator (KPI) tracking within AWS Connect.
Configure and maintain custom dashboards and reports using Amazon Connect and Amazon QuickSight.
Monitor usage data via Amazon CloudWatch and provide actionable reports to supervisors.
Set up and manage outbound voice campaigns and customer surveys, ensuring regulatory compliance.
Design and implement integrations between AWS Connect and other systems, including CRMs, using AWS Lambda and other AWS services.
Continuously review and optimize contact center designs to improve operational efficiency, reliability, and availability.
Collaborate with security teams to document and implement processes ensuring compliance with security controls.
Apply change control and configuration management processes for production environment modifications.
Troubleshoot and resolve technical issues within the AWS Connect environment, providing timely updates.
Implement system revisions to maintain and enhance overall contact center performance.
Collaborate effectively with IT project managers, business analysts, security staff, and business leaders to meet project and operational goals.