AWS Connect Specialist
About The Position
Dhaka Technologies Limited Company (DTLC) is hiring an AWS Connect Specialist on behalf of the District of Columbia Office of the Chief Financial Officer (OCFO). The specialist will work with OCFO and other 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 is hybrid, with on-site work three days per week required in the near future. Candidates must be local to the DMV region and agree to an in-person final interview. The engagement is a contract and may be W2 or 1099; C2C is not accepted. The specialist will design and document contact flows, configure Amazon Connect instances and profiles, and develop chatbots and conversational AI for automated customer interactions. They will ensure KPI metrics are collected, create dashboards and reports using Amazon Connect and Amazon QuickSight, and review usage data from tools such as Amazon CloudWatch. The role also includes managing outbound voice campaigns and surveys, integrating Connect with other systems using AWS services, optimizing contact center operations, supporting security and compliance controls, managing production changes, and troubleshooting technical issues. The position requires hands-on Amazon Connect CCaaS experience rather than AWS infrastructure experience, AWS CI/CD experience, and at least three years of hands-on experience with Amazon Connect and other AWS cloud services. A bachelor’s degree in a related field or an equivalent combination of education and successful work experience is required. AWS certifications are highly desired.
Requirements
- Hands-on experience with Amazon Connect CCaaS; AWS infrastructure experience alone does not meet this requirement.
- Hands-on AWS CI/CD experience deploying code and customizing AWS Connect services.
- At least three years of hands-on experience with Amazon Connect and other AWS cloud services.
- Experience scripting and integrating AWS services such as Lambda, DynamoDB, and S3 to build and enhance contact center functionality.
- At least three years of experience with other cloud platforms and a strong understanding of VoIP, customer experience strategies, and system integration.
- In-depth hands-on experience with Amazon Connect, including contact flow creation, call routing, and user management.
- Experience configuring and using Amazon Connect’s native reporting and dashboard capabilities for KPI management.
- Experience with AWS services that integrate 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 relevant practices 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, providing technical explanations, and collaborating with stakeholders.
- Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field, or an equivalent combination of education and successful work experience.
- Candidates must be local to the DMV region and agree to an in-person final interview.
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 provide 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 KPI management metrics 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 operational efficiency, reliability, and contact center availability.
- Work with security staff and supervisors to document and implement processes that support compliance with District, OCIO, and other relevant security controls.
- Apply change control and configuration management processes to modifications in the production environment.
- Identify and resolve technical issues related to the AWS Connect environment and provide timely updates to the supervisor.
- Implement system revisions to maintain and improve overall performance.
- Work with OCFO and District government stakeholders to align the contact center with business objectives.
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What This Job Offers
Career Level
Mid Level
