AWS Connect Specialist

TITLE:

AWS Connect Specialist

LOCATION:

Washington, DC/ Hybrid

Employment type:

Contract w2/1099/C2C

Minimum Education:

Bachelor’s degree in IT, related field, or equivalent experience.

Required Experience:

6 years

Job Description:

The client is looking for a person who has a 5+ years of experience as a AWS Connect Specialist.

• 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.

• 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 Quick Sight for business units to monitor team performance.
• Regularly review usage data from Amazon Connect's cloud monitoring tools, such as Amazon Cloud Watch, and report findings to the supervisor.

• 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 , call times, and contact attempts.

• 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.

• 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.

• 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.

• Hands on experience w/ Amazon Connect CCaaS , not AWS infrastructure.
  Required
• Hands on AWS CI/CD experience to deploy code and customize AWS connect services.
  Required
• 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

Flexible work from home options available.