AWS Connect Specialist

GoIntellects Inc.•Washington, DC

2d•$90 - $90•Hybrid

About The Position

The AWS Connect Specialist will work closely with the client and District government stakeholders to design, implement, and maintain an AWS Connect cloud-based contact center, ensuring optimal performance and alignment with business objectives. The role includes configuring contact flows, automated customer interactions, reporting and dashboards, outbound campaigns, integrations, security controls, and production changes. The position is hybrid, with on-site work in the Washington, DC area required three days per week in the near future. Interviews will be conducted in person, and only candidates local to the DMV region should be submitted.

Requirements

At least 3 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 to deploy code and customize AWS 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 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 using Amazon Connect native reporting and dashboard capabilities for KPI management.
Experience with AWS services integrated with Amazon Connect, such as Lambda, Lex, and S3.
Strong understanding of workforce optimization, including forecast, capacity planning, and scheduling (FCS), and how to implement best practices in 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.
Education in engineering or a related field, or an equivalent combination of education and successful work experience.
Local to the DMV region; only local candidates are to be submitted.

Nice To Haves

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

Responsibilities

Design, document, and implement Amazon Connect contact flows for 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 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 campaigns comply with relevant regulations, including caller ID settings, 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 efficiency, reliability, and availability.
Collaborate with security staff and supervisors to document and implement processes ensuring AWS Connect complies with District, OCIO, and applicable 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.