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Senior AWS Connect Solutions Engineer

2 months ago

Towson, Maryland, United States Quadrant Inc Full time

Job ID:
Senior AWS Connect Engineer

LOCATION:
Baltimore, MD

REQUIREMENTS:
- Ability to secure and maintain a US Public Trust clearance
- Proven experience as a Senior AWS Connect Engineer
- Over 7 years of experience in large enterprise frameworks
- More than 7 years of hands-on experience with the AWS Cloud platform
- At least 3 years of practical experience with Amazon Connect
- 3+ years of programming experience in Python or Java
- 3+ years of expertise in designing call routing and messaging systems
- Extensive knowledge of IVR, Automatic Call Distribution (ACD), Skill-Based Routing, and Live Chat
- Familiarity with CCaaS and AI strategies
- Experience integrating Pega workflows with CCaaS
- Proficient in building reports and dashboards, preferably using Tableau
- Strong AWS Cloud and AWS Connect development skills
- Experience in creating process flow documentation
- Excellent verbal and written communication skills
- Prior experience in the Federal government sector is preferred
- Bachelor’s Degree in Computer Science, Mathematics, Engineering, or a related field is required

RESPONSIBILITIES:
The ideal candidate will demonstrate proficiency in AWS Connect design and development principles, collaborating with stakeholders to create enterprise business solutions that utilize industry standards and best practices.
- Design, develop, and implement AWS Connect processes, including new applications, forms, workflows, policies, actions, access controls, interfaces, and other configurations to support client operations.
- Provide insights for improving current operations and suggest updates or modifications.
- Enhance existing processes in response to new requirements or upgrades.
- Facilitate requirements gathering, review, and documentation.
- Design and develop solutions within the ServiceNow environment.

Quadrant Inc is an affirmative action/equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, status as a protected veteran, or status as an individual with a disability.