AWS Connect Specialist

Job Title: AWS Connect Specialist Location: Washington, DC (Onsite)

C2C

Job Description:

Duties and Responsibilities:

Working closely with the 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 Quick Sight for business units to monitor team performance.
• Regularly review usage data from Amazon connects 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.

Education:

• Engineering, or a related field or the equivalent combination of education and successful work experience

Qualifications:

• 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 Connects native Required/Desired Skills 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.