AWS Connect Specialist

4 days ago

Washington, Washington, D.C., United States Capitaltechsolutions Full time $46,928 per year

TITLE: AWS Connect Specialist

LOCATION: Washington, DC

MINIMUM EDUCATION: Bachelor's degree in IT, related field, or equivalent experience.

REQUIRED EXPERIENCE: 5 years

INTERVIEWS: In person

Job Description:

The client is seeking a AWS Connect Specialist.

Complete Description:

The successful candidate will design, implement, and maintain the AWS Connect cloud-based contact center, ensuring optimal performance and alignment with business objectives.

Responsibilities

Design and Configuration:

· Design, document, and implement contact flows using the AWS Connect to ensure optimal and dynamic call routing based on business requirements.

· Utilize Amazon Connect to 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.

Metrics and Reporting:

· Ensure all metrics required for Key Performance Indicator (KPI) management 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.

· Regularly review usage data from Amazon Connect's cloud monitoring tools, such as Amazon CloudWatch, and report findings to the supervisor.

Outbound Campaigns and Surveys:

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

· Ensure campaigns comply with relevant regulations, including managing caller ID settings, call times, and contact attempts.

Integration and Optimization:

· Design and implement integrations between AWS Connect and other systems, including CRMs, using AWS Lambda and other AWS services.

· Continuously review and enhance designs based on feedback to improve operational efficiency, reliability, and availability of the contact center.

Security and Compliance:

· Collaborate with security staff and supervisors to document and implement processes and procedures that ensure AWS Connect comply with District, OCIO, and relevant security controls.

· Apply appropriate change control and configuration management processes for all modifications to the production environment.

Troubleshooting and Support:

· Identify and resolve technical issues related to the AWS Connect environment, providing timely updates to the supervisor.

· Implement system revisions to maintain and improve overall performance.

Skills:

· Hands-on experience with Amazon Connect and other AWS cloud services is essential. Required 3 Years

· Scripting and integrating various AWS services, such as Lambda, DynamoDB, and S3, to build and enhance contact center functionalities. Required

· Experience with other cloud platforms and a strong understanding of Voice over IP (VoIP), Customer Experience (CX) strategies, and system integration. Required 3 Years

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

· Demonstrated experience configuring and utilizing Amazon Connect's native reporting and dashboard capabilities for KPI management. Required

· Experience with other AWS services that integrate with Amazon Connect, such as Lambda, Lex, and S3. Required

· Workforce optimization (Forecast Capacity planning and Scheduling, FCS), best practices and how to implement them within the AWS Connect ecosystem. Required

· Bachelor's degree in Computer Science, Information Technology Engineering or a related field; The equivalent combination of education and experience Required

· AWS certifications, such as AWS Certified Solutions Architect or Developer, can demonstrate expertise in the platform. Highly desired

Job Type: Contract

Pay: $ $90.07 per hour

Expected hours: 45 per week

Work Location: In person

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