Amazon Connect Engineer
Listed on 2026-08-05
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IT/Tech
AWS, Cloud Computing: Infrastructure & Operations
AWS Connect Specialist
Employment type:
Contract w2/1099/C2C
Working closely with the Client 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
- Metrics and Reporting
- Outbound Campaigns and Surveys
- Integration and Optimization
- Security and Compliance
- Troubleshooting and Support
· 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.
· Engineering, or a related field or the equivalent combination of education and successful work experience
Qualifications· Amazon Connect CCaaS Hands on experience, not AWS infrastructure.
· Hands on AWS CI/CD experience to deploy code and customize AWS connect services.
· AWS certifications, such as AWS Certified Solutions Architect or Developer, can demonstrate expertise in the platform. (Preferred)
· A minimum of 3 years Hands-on experience with Amazon Connect and other AWS cloud services is essential.
· Experience with scripting and integrating various AWS services, such as Lambda, DynamoDB, and S3, to build and enhance contact center functionalities.
· Experience with other cloud platforms and a strong understanding of Voice over IP (VoIP), Customer Experience (CX) strategies, and system integration.
· In-depth, hands-on experience with Amazon Connect, including contact flow creation, call routing, and user management.
· Demonstrated experience configuring and utilizing Amazon Connect's native reporting and dashboard capabilities for KPI management.
· Experience with other AWS services that integrate with Amazon Connect, such as Lambda, Lex, and S3.
· Strong understanding of workforce optimization (Forecast Capacity planning and Scheduling, FCS), best practices and how to implement them within the AWS Connect ecosystem.
· 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.
· 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.
· Hands-on…
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