What are the responsibilities and job description for the AWS Connect Specialist position at Rishabh Software Pvt. Ltd?
Job Details
Position Title & Code: AWS Connect Specialist
Location: Washington DC 20024 (Hybrid 3 days oniste)
Project End Date: 09/30/2026 (With Possible extension to next fiscal year)
Key Responsibilities:
1) Design and Configuration:
a) Design, document, and implement contact flows using the AWS Connect to ensure optimal and dynamic call routing
based on business requirements.
b) Utilize Amazon Connect to develop and deploy chatbots and conversational AI for automated customer interactions
within 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) 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.
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 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.
Skill Assessment: (Please include the years of experience last used and brief description on skills below, information is to be submitted along with the resume)
| Skill | Required / Desired | Amount of Experience | Years of Experience |
| 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 | | |
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
