AWS Connect Specialist

BizTech Fusion•Washington, DC

3d•Hybrid

About The Position

Working closely with one of our clients and other District government stakeholders, the successful candidate will design, implement, and maintain the AWS Connect cloud-based contact center, ensuring optimal performance and alignment with business objectives.

Requirements

3+ years hands-on experience with Amazon Connect
Strong experience in contact center (CCaaS) environments
Expertise in contact flow design and call routing
Functional (not infrastructure) experience in Amazon Connect
Hands-on experience with Amazon Connect CCaaS (functional, not infrastructure-focused)
3+ years of hands-on experience with Amazon Connect and AWS cloud services
Strong experience in AWS CI/CD pipelines for deployment and customization
Experience integrating AWS services such as AWS Lambda, Amazon DynamoDB, and Amazon S3
Strong knowledge of VoIP and Customer Experience (CX) platforms
Hands-on experience with contact flows, routing, and user management in Amazon Connect
Experience with reporting and dashboards for KPI management
Understanding of workforce optimization (forecasting, capacity planning, scheduling)
Strong collaboration skills with cross-functional teams (IT, BA, Security, Business users)
Strong communication skills for requirements gathering and stakeholder engagement

Nice To Haves

AWS certifications (Solutions Architect / Developer) preferred

Responsibilities

Design, document, and implement contact flows using AWS Connect to ensure optimal and dynamic call routing based on business requirements.
Utilize Amazon Connect to develop and deploy chatbots and conversational AI for automated customer interactions within contact flows.
Configure and maintain Amazon Connect instances, user profiles, routing profiles, and security profiles.
Ensure all metrics required for KPI management are collected and available within AWS Connect.
Configure and maintain dashboards and reports in Amazon Connect and Amazon QuickSight for performance monitoring.
Review usage data from Amazon Connect monitoring tools such as Amazon CloudWatch and report findings to stakeholders.
Set up and manage outbound voice campaigns and customer surveys using Amazon Connect Outbound Campaigns and Contact Flows.
Ensure compliance with regulations including caller ID settings, call times, and contact attempts.
Design and implement integrations between AWS Connect and external systems, including CRMs, using AWS Lambda and other AWS services.
Continuously optimize designs to improve operational efficiency, reliability, and availability of the contact center.
Collaborate with security teams to document and implement processes ensuring AWS Connect complies with organizational security standards.
Apply change control and configuration management processes for all production environment modifications.
Identify and resolve technical issues related to AWS Connect, providing timely updates to stakeholders.
Implement system enhancements to maintain and improve overall performance.