What are the responsibilities and job description for the AWS Connect Specialist (Hybrid, Washington, DC) position at Tecknomic?
The DC Office of the Chief Financial Officer (OCFO) is hiring an AWS Connect Specialist to design, implement, and maintain its Amazon Connect cloud-based contact center. The role covers contact flow design and dynamic call routing, chatbots and conversational AI, KPI dashboards and reporting in Amazon Connect and QuickSight, outbound voice campaigns and surveys, and integrations with CRMs and other systems through AWS Lambda. This is a hybrid role in Washington, DC for DMV-area candidates, moving to 3 days per week on-site in the near future, with in-person interviews.
What you'll do
- Design, document, and implement contact flows in AWS Connect for optimal and dynamic call routing
- 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
- Build and maintain KPI dashboards and reports in Amazon Connect and Amazon QuickSight; review CloudWatch usage data
- Set up and manage outbound voice campaigns and customer surveys within regulatory requirements
- Design and implement integrations between AWS Connect and other systems, including CRMs, using AWS Lambda
- Keep AWS Connect compliant with District, OCIO, and relevant security controls; apply change control and configuration management
What you need
- Hands-on Amazon Connect CCaaS experience, not AWS infrastructure
- Hands-on AWS CI/CD experience to deploy code and customize AWS Connect services
- Minimum 3 years hands-on with Amazon Connect and other AWS cloud services
- Scripting and integrating AWS services such as Lambda, DynamoDB, and S3 for contact center functionality
- Other cloud platforms plus a strong understanding of VoIP, Customer Experience (CX) strategies, and system integration
- Workforce optimization (Forecast Capacity planning and Scheduling, FCS) within the AWS Connect ecosystem
- Bachelor's in Computer Science, IT, Engineering or related, or equivalent experience; AWS certifications preferred
Salary : $75 - $85