Senior AWS Connect Specialist (Hybrid)

NFF Inc•Washington, DC

2d•$145,000 - $155,000•Hybrid

About The Position

Networking For Future, Inc. (NFF) is seeking an AWS Connect Developer to design, implement, and maintain its cloud-based contact center, ensuring optimal performance and alignment with business objectives. The role is hybrid, with the candidate expected to work on-site three times per week in the near future. In-person interviews will be conducted, and only candidates local to the DMV region are being considered. The successful candidate will configure Amazon Connect instances, contact flows, routing and security profiles, and user accounts; develop chatbots and conversational AI; and provide the metrics, dashboards, and reports needed for KPI management. The position also supports outbound campaigns and surveys, integrations with CRMs and other systems, security and change-control processes, troubleshooting, and ongoing contact-center optimization. NFF offers eligible employees a competitive salary, comprehensive benefits, and flexible paid time off options.

Requirements

Hands-on experience with Amazon Connect CCaaS; the posting specifies that this is not AWS infrastructure experience.
Hands-on AWS CI/CD experience deploying code and customizing AWS Connect services.
At least 3 years of hands-on experience with Amazon Connect and other AWS cloud services.
At least 3 years of in-depth, hands-on Amazon Connect experience, including contact-flow creation, call routing, and user management.
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.
Demonstrated 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.
Knowledge of workforce optimization best practices, including forecast capacity planning and scheduling, and how to implement them in the AWS Connect ecosystem.
Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field, or an equivalent combination of education and experience.
Must be local to the DMV region.
Able to work on-site three times per week in the near future.

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 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 to monitor team performance.
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.
Collaborate with security staff and supervisors to document and implement processes and procedures that ensure AWS Connect complies with 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.
Apply workforce optimization practices, including forecast capacity planning and scheduling, within the AWS Connect ecosystem.