Amazon Connect Specialist

Role: Amazon Connect Specialist

Location: Frederick, MD

Type of Employment: Contract

Role Descriptions:

Amazon Connect Specialist

Job Summary

We are looking for an experienced Amazon Connect resource to set up and manage cloud telephony integrated with Salesforce Service Cloud Voice (SCV). This role will focus on configuring Amazon Connect, designing call flows, and supporting voice features to deliver a seamless contact center experience.

Key Responsibilities

Configure and manage Amazon Connect instances and telephony components

Set up inbound/outbound calling, phone numbers, queues, routing profiles, and agent settings

Design and maintain contact flows (IVR), including menus, call routing, callbacks, and hold logic

Configure call recording, monitoring, and reporting

Troubleshoot call flow, routing, and telephony issues

Collaborate with Salesforce, IT, and business teams to support voice requirements

Required Skills Experience

Hands on experience with Amazon Connect configuration

Strong knowledge of contact flows, IVR, and call routing

Understanding of contact center and telephony concepts (ACD, IVR, CTI)

Familiarity with AWS IAM and Lambda (preferred)

Qualifications

3-5 years of experience in contact center or telephony solutions

2 years of Amazon Connect experience

AWS or Salesforce certifications are a plus.

Skills: Salesforce

Experience Required: 8-10

Top 3 Required Skills:

1. Amazon Connect Configuration & Administration

2. Contact Flows / IVR Design and Call Routing

3. Contact Center & Telephony Concepts (ACD, IVR, CTI)

Top 3 Preferred Skills:

1. Salesforce Service Cloud Voice (SCV) Integration

2. AWS Services (IAM, Lambda – preferred)

3. Call Monitoring, Recording, and Reporting Configuration

Education Requirements: Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field

Years of Experience: 3–5 years in contact center or telephony solutions (With 2 years of hands on Amazon Connect experience)