What are the responsibilities and job description for the Amazon Connect Engineer position at Largeton Group?
Job Summary For Amazon Connect Engineer
- Design & Implement Contact Flows:
- Create and optimize contact flows in AWS Connect for effective call routing.
- Build chatbots and automated customer interaction solutions.
- Manage user accounts, routing profiles, and security settings.
- Metrics, Reporting & Monitoring:
- Ensure accurate capture of all key performance indicators (KPIs) within AWS Connect.
- Develop dashboards and reports using AWS Connect and Amazon QuickSight.
- Monitor system health and performance through AWS CloudWatch.
- Campaign & Survey Management:
- Manage outbound call campaigns and customer surveys.
- Ensure compliance with all outbound calling rules and regulations.
- Integration & System Optimization:
- Integrate AWS Connect with other systems (such as CRM) using AWS Lambda and related services.
- Continuously optimize system performance and efficiency.
- Security & Compliance:
- Adhere to security best practices and compliance standards.
- Implement change management processes for system updates.
- Support & Troubleshooting:
- Identify, troubleshoot, and resolve system issues.
- Apply updates and fixes to improve system reliability and performance.
- Required Skills & Experience:
- Minimum 3 years hands-on experience with AWS Connect (CCaaS, not infrastructure).
- Proficient with AWS CI/CD for deployment and customization.
- Experience with AWS services: Lambda, DynamoDB, S3, Lex.
- Knowledge of VoIP, CX strategies, and system integration.
- Experience with contact flow creation, routing, user management, dashboard, and KPI reporting.
- Familiarity with workforce planning and optimization (FCS).
- Strong communication and teamwork abilities.
- Education:
- Bachelor’s degree in Engineering, IT, Computer Science, or related field.
- Preferred Qualifications:
- AWS certifications such as AWS Certified Solutions Architect or Developer (highly desired).
- Experience with workforce optimization best practices within AWS Connect.
- Work Environment:
- Hybrid in Washington, DC (on-site 3 days per week expected soon).
- In-person interview process.
- Local candidates to the DMV region only.