AWS Connect Specialist
Washington, DC
Contracted
Experienced
Location: Washington, DC
Position Type: Hybrid
Hybrid Schedule: 3 days onsite
Contract Length: Long-term with annual extensions
Position Overview:
The role is responsible for designing, implementing, and maintaining an AWS Connect cloud-based contact center to ensure optimal performance and alignment with business objectives. The candidate will work closely with cross-functional teams to enhance customer interactions, monitor performance metrics, and integrate AWS services for a fully optimized contact center experience.
Duties:
Required Skills:
Preferred Skills:
Position Type: Hybrid
Hybrid Schedule: 3 days onsite
Contract Length: Long-term with annual extensions
Position Overview:
The role is responsible for designing, implementing, and maintaining an AWS Connect cloud-based contact center to ensure optimal performance and alignment with business objectives. The candidate will work closely with cross-functional teams to enhance customer interactions, monitor performance metrics, and integrate AWS services for a fully optimized contact center experience.
Duties:
- Design, document, and implement dynamic contact flows in AWS Connect to meet business requirements.
- Develop and deploy chatbots and conversational AI within Amazon Connect contact flows for automated customer interactions.
- Configure and maintain Amazon Connect instances, including user profiles, routing profiles, and security profiles.
- Collect and manage all metrics for Key Performance Indicator (KPI) tracking within AWS Connect.
- Configure and maintain custom dashboards and reports using Amazon Connect and Amazon QuickSight.
- Monitor usage data via Amazon CloudWatch and provide actionable reports to supervisors.
- Set up and manage outbound voice campaigns and customer surveys, ensuring regulatory compliance.
- Design and implement integrations between AWS Connect and other systems, including CRMs, using AWS Lambda and other AWS services.
- Continuously review and optimize contact center designs to improve operational efficiency, reliability, and availability.
- Collaborate with security teams to document and implement processes ensuring compliance with security controls.
- Apply change control and configuration management processes for production environment modifications.
- Troubleshoot and resolve technical issues within the AWS Connect environment, providing timely updates.
- Implement system revisions to maintain and enhance overall contact center performance.
- Collaborate effectively with IT project managers, business analysts, security staff, and business leaders to meet project and operational goals.
Required Skills:
- Hands-on experience with Amazon Connect CCaaS, excluding general AWS infrastructure.
- Hands-on AWS CI/CD experience to deploy code and customize AWS Connect services.
- 3+ years of hands-on experience with Amazon Connect and other AWS cloud services.
- Scripting and integrating various AWS services, such as Lambda, DynamoDB, and S3, to build and enhance contact center functionalities.
- 3+ years of 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.
- Knowledge of workforce optimization (Forecast Capacity Planning and Scheduling, FCS) best practices and implementation within 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.
Preferred Skills:
- AWS certifications, such as AWS Certified Solutions Architect or Developer, demonstrating expertise in the platform.
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