AWS Connect Specialist

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Our direct client is looking for a AWS Connect Specialist for a Hybrid Contract in Washington, DC

Note: Only submit local candidates to DMV region

• Hybrid position - candidate will be required to be on-site 3 days/week.

J0B DESCRIPTION:

• Working closely with the Office of the Chief Financial Officer (OCFO) and other District government stakeholders.
• The successful candidate will design, implement, and maintain the AWS Connect cloud-based contact center, ensuring optimal performance and alignment with business objectives.

Key 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.

Qualifications:

• Proven ability to work effectively with cross-functional teams, including IT project managers, business analysts, security staff,

and business leaders.

• Effective communication skills for gathering requirements, providing technical explanations, and collaborating with stakeholders.

SKILL MATRIX:

• Hands-on experience with Amazon Connect and other AWS cloud services is essential. - Required
• 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
• 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 - Strong plus to have

Question 1: This is a Hybrid position and candidate will be required to be on-site 3 days/week. Is your candidate willing to report on-site in Washington DC as required by client?

Location: Hybrid, Washington, DC

Type: Contract

Please send resume to "jobs at etechnovision dot com" with B4041B in Subject for immediate consideration.