AWS Connect

GoIntellects Inc.•Washington, DC

21h•$80 - $90•Hybrid

About The Position

The AWS Connect Specialist will work closely with the Office of the Chief Financial Officer (OCFO) and other District government stakeholders to design, implement, and maintain the AWS Connect cloud-based contact center. The role focuses on ensuring optimal performance and alignment with business objectives. The position is based in Washington, DC, with hybrid work requiring on-site attendance 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. The specialist will design and configure contact flows, routing, chatbots, conversational AI, Amazon Connect instances, user profiles, and security profiles. They will support KPI data collection and reporting, build dashboards and reports using Amazon Connect and Amazon QuickSight, and review monitoring data in Amazon CloudWatch. The role also manages outbound campaigns and surveys, integrates Amazon Connect with other systems, and improves contact center efficiency, reliability, and availability. Security and compliance work includes coordinating with security staff and supervisors, documenting procedures, applying relevant controls, and following change-control and configuration-management processes. The specialist will troubleshoot technical issues and implement system revisions. The position requires hands-on Amazon Connect CCaaS experience, AWS CI/CD experience, and at least three years of hands-on experience with Amazon Connect and other AWS cloud services. AWS certifications are preferred. The posting gives a rate of $85.00 per hour on W2 and a duration of November 2, 2026, to March 31, 2027.

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 sufficient.
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.
In-depth, hands-on Amazon Connect experience, including contact flow creation, call routing, and user management.
Experience configuring and using Amazon Connect native reporting and dashboard capabilities for KPI management.
Experience with AWS services that integrate with Amazon Connect, such as Lambda, Lex, and S3.
Experience with other cloud platforms and a strong understanding of Voice over IP (VoIP), customer experience (CX) strategies, and system integration.
Strong understanding of workforce optimization, including forecast capacity planning and scheduling (FCS), and how to implement it within 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, explaining technical matters, and collaborating with stakeholders.
Education in engineering or a related field, or an equivalent combination of education and successful work experience.
Must be local to the DMV region.

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 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 within AWS Connect.
Configure and maintain custom dashboards and reports in Amazon Connect and Amazon QuickSight for business units.
Review Amazon Connect usage data from 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 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 operational efficiency, reliability, and availability.
Work with security staff and supervisors to document and implement procedures that ensure compliance with District, OCIO, and relevant security controls.
Apply change-control and configuration-management processes to modifications in the production environment.
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.
Work with the OCFO and other District government stakeholders and collaborate with IT project managers, business analysts, security staff, and business leaders.