4Years AWS Connect Specialist - In Person - Hybrid

GoIntellects Inc.•Washington, DC

2d•$90 - $95•Hybrid

About The Position

The AWS Connect Specialist designs, configures, and supports Amazon Connect contact center solutions for the DC Government. The role develops contact flows, call routing, chatbots, and conversational AI; maintains Connect instances and user and security profiles; and provides KPI reporting through Amazon Connect and Amazon QuickSight. It also manages outbound voice campaigns and customer surveys, integrates Connect with other systems using AWS services, and improves contact center efficiency, reliability, and availability. The specialist supports security and compliance procedures, applies change control to production modifications, and troubleshoots technical issues while keeping the supervisor informed. This is a hybrid role based in Washington, DC. The posting describes a minimum of three years of hands-on Amazon Connect and AWS cloud services experience; the title line also states “4Years.”

Requirements

At least three years of hands-on experience with Amazon Connect and other AWS cloud services.
Hands-on Amazon Connect CCaaS experience; the posting specifies that AWS infrastructure experience alone is not the focus.
Hands-on AWS CI/CD experience deploying code and customizing AWS Connect services.
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 scripting and integrating AWS services such as Lambda, DynamoDB, and S3 to build and enhance contact center functionality.
Experience with AWS services integrated with Amazon Connect, including Lambda, Lex, and S3.
Experience with other cloud platforms and a strong understanding of Voice over IP (VoIP), customer experience strategies, and system integration.
Strong understanding of workforce optimization, including forecast and capacity planning and scheduling, and how to implement it within AWS Connect.
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.
Education in engineering or a related field, or an equivalent combination of education and successful work experience.

Nice To Haves

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

Responsibilities

Design, document, and implement Amazon Connect contact flows to support business requirements and dynamic call routing.
Develop and deploy chatbots and conversational AI 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.
Review Amazon Connect usage data through 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, call times, and contact attempt requirements.
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 efficiency, reliability, and availability.
Collaborate with security staff and supervisors to document and implement processes and procedures that align AWS Connect with District, OCIO, and other 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.