What are the responsibilities and job description for the AWS Connect Specialist position at AHU Technologies Inc?
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
INTERVIEWS: Webcam Only
Job Description:
The client is looking for a person who has a 5 years of experience as a AWS Connect Specialist.
Employment type: Contract w2/1099/C2C
Responsibilities:
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:
1) 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.
2) 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.
3) 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.
4) 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.
5) 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.
6) 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 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.
Salary : $81 - $90