T032 - AWS Connect Specialist

Collaboredge Inc.•Washington, DC

6d•$87 - $96•Hybrid

About The Position

This role involves designing, implementing, and maintaining the AWS Connect cloud-based contact center, ensuring optimal performance and alignment with business objectives. The specialist will work closely with the Office of the Chief Financial Officer (OCFO) and other District government stakeholders.

Requirements

Amazon Connect CCaaS Hands on experience, not AWS infrastructure.
Hands on AWS CI/CD experience to deploy code and customize AWS connect services.
A minimum of 3 years Hands-on experience with Amazon Connect and other AWS cloud services is essential.
Experience with scripting and integrating various AWS services, such as Lambda, DynamoDB, and S3, to build and enhance contact center functionalities.
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.
Strong understanding of workforce optimization (Forecast Capacity planning and Scheduling, FCS), best practices and how to implement them within the AWS Connect ecosystem.
Proven 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.
Bachelor's degree in Computer Science, Information Technology Engineering or a related field; The equivalent combination of education and experience.

Nice To Haves

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

Responsibilities

Design, document, and implement contact flows using AWS Connect for optimal and dynamic call routing based on business requirements.
Develop and deploy chatbots and conversational AI for automated customer interactions within Connect contact flows using Amazon Connect.
Configure and maintain Amazon Connect instances, user profiles, routing profiles, and security profiles.
Ensure all metrics required for Key Performance Indicator (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 to monitor team performance.
Regularly review usage data from Amazon Connect's 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 managing 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.
Continuously review and enhance designs based on feedback to improve operational efficiency, reliability, and availability of the contact center.
Collaborate with security staff and supervisors to document and implement processes and procedures that ensure AWS Connect comply with District, OCIO, and relevant security controls.
Apply appropriate change control and configuration management processes for all modifications to the production environment.
Identify and resolve technical issues related to the AWS Connect environment, providing timely updates to the supervisor.
Implement system revisions to maintain and improve overall performance.