Senior AWS Connect Specialist

About NFF

Since 1996, Networking For Future, Inc. (NFF) has been engineering the backbone of mission-critical systems for government and enterprise clients. With headquarters in Washington, DC, we provide expert technology consulting and design-build solutions that solve complex challenges and deliver measurable real-world results.

 

NFF is an ISO 27001:2022 and ISO 9001:2015 certified company. Our expertise includes solutions for Artificial Intelligence Enablement, Data Center & Cloud, Intelligent Networks, Secure, Connected IoT Technologies, Professional and Managed Services, Workforce Solutions and Zero Trust Strategies. NFF leverages a strategic portfolio of over 200 industry-leading technology brands to deliver precisely tailored solutions that align with each client's unique requirements and mission objectives.

 

NFF is a Cisco Gold Integrator Partner, Splunk Partner, Arista Partner, Cohesity Partner, Apptega Partner, NetApp Gold Partner, VMware Enterprise Partner, Alloterra Labs Partner, Axis Communications Partner, Asimily Partner, Signify Partner, Rapid7 Partner, Foresite Partner, Arctic Wolf Partner, Microsoft Certified Silver Partner, and Dell Solution Provider Partner.

 

NFF also holds GSA Schedule 47QTCA21D0047 and many other government contract vehicles.

About this Position / Responsibilities

NFF, Inc. is seeking an AWS Connect Developer for one of its premier DC customers.   Duties and Responsibilities: 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:a) Design, document, and implement contact flows using the AWS Connect to ensure optimal and dynamic call routingbased on business requirements.b) Utilize Amazon Connect to develop and deploy chatbots and conversational AI for automated customer interactionswithin Connect contact flows.c) Configure and maintain Amazon Connect instances, user profiles, routing profiles, and security profiles.

 

2) Metrics and Reporting:a) Ensure all metrics required for Key Performance Indicator (KPI) management are collected and available within AWS Connect.b) Configure and maintain custom dashboards and reports in Amazon Connect and Amazon QuickSight for business units to monitor team performance.c) 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:a) Set up and manage outbound voice campaigns and customer surveys using Amazon Connect Outbound Campaigns and Contact Flows.b) Ensure campaigns comply with relevant regulations, including managing caller ID settings, call times, and contact attempts.

 

4) Integration and Optimization:a) Design and implement integrations between AWS Connect and other systems, including CRMs, using AWS Lambda and other AWS services.b) Continuously review and enhance designs based on feedback to improve operational efficiency, reliability, and availability of the contact center.

 

5) Security and Compliance:a) Collaborate with security staff and supervisors to document and implement processes and procedures that ensure AWS Connect comply with relevant security controls.b) Apply appropriate change control and configuration management processes for all modifications to the production environment.

 

6) Troubleshooting and Support:a) Identify and resolve technical issues related to the AWS Connect environment, providing timely updates to the supervisor.b) Implement system revisions to maintain and improve overall performance.

 

 

Qualifications

Qualifications: 

• Education: Engineering, or a related field or The equivalent combination of education and successful work experience
• Hands on AWS CI/CD experience to deploy code and customize AWS connect services.
• Amazon Connect CCaaS Hands on experience, not AWS infrastructure.
• 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 Connect's native 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.

 

NFF Disclosures

NFF offers a competitive salary, comprehensive benefits and flexible paid time off options, for eligible employees:

• Medical, Dental and Vision, Health Savings Account, Flexible Spending Account
• STD, LTD, Supplemental life insurance and ADD&D
• Comprehensive 401k plan
• Paid Time Off

NFF is an Equal Opportunity Employer.

 

Important Notice: All NFF Inc communications come from @nffinc.com. Emails from other domains claiming to be NFF are likely scams. Be cautious, verify senders, and report suspicious messages immediately.

Salary : $145,000 - $155,000