AWS Connect Specialist

1 week ago

Washington, DC, United States LingaTech Full time
Location: Washington, DC
Position Type: Hybrid
Hybrid Schedule: 3 days onsite
Contract Length: 9 months + possible extensions

Position Overview:
This role is responsible for designing, implementing, and optimizing an AWS Connect cloud-based contact center that supports high-quality customer interactions and operational efficiency. The position ensures the platform is fully integrated, secure, high-performing, and aligned with evolving business needs.

Duties:

  • Design, document, and implement contact flows in AWS Connect to deliver efficient and dynamic call routing.

  • Develop and deploy chatbots and conversational AI within AWS Connect contact flows.

  • Configure and maintain Amazon Connect instances, user profiles, routing profiles, and security profiles.

  • Collect and validate all metrics required for KPI monitoring within AWS Connect.

  • Configure and maintain custom dashboards and reports in Amazon Connect and Amazon QuickSight to support performance tracking.

  • Review Amazon CloudWatch usage data and communicate findings to leadership.

  • Set up and manage outbound voice campaigns and customer surveys using Amazon Connect Outbound Campaigns and Contact Flows.

  • Ensure outbound campaigns follow all applicable regulations regarding caller ID, timing, and contact attempts.

  • Design and implement integrations between AWS Connect and other systems using AWS Lambda and related AWS services.

  • Continuously refine designs and configurations to improve efficiency, reliability, and availability.

  • Document and implement processes that ensure AWS Connect meets required security controls.

  • Apply proper change control and configuration management for all production environment updates.

  • Troubleshoot and resolve technical issues within the AWS Connect environment, providing timely updates.

  • Implement system revisions to maintain and enhance overall contact center performance.


Required Skills:

  • 3 years of hands-on experience with Amazon Connect and other AWS cloud services.

  • 3 years of experience scripting and integrating AWS services such as Lambda, DynamoDB, and S3 to enhance contact center functionality.

  • 3 years of experience with other cloud platforms and a strong understanding of VoIP, CX strategies, and system integration.

  • In-depth, hands-on experience with Amazon Connect, including contact flow creation, call routing, and user management.

  • Experience configuring and utilizing Amazon Connect’s native reporting and dashboard capabilities for KPI management.

  • Experience with AWS services that integrate with Amazon Connect, including Lambda, Lex, and S3.

  • Experience with workforce optimization (Forecast Capacity Planning and Scheduling, FCS) and implementing best practices 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 AWS Developer.

 

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