What are the responsibilities and job description for the AWS Connect Specialist position at Capitaltechsolutions?
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: $80.73 - $90.07 per hour
Expected hours: 45 per week
Work Location: In person
Salary : $81 - $90