What are the responsibilities and job description for the Amazon Connect Specialist (Contact Center / Voice Integration) position at VMC Soft Technologies, Inc?
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Role : Amazon Connect Specialist (Contact Center / Voice Integration)
Location : Frederick, MD
Job Description :
100% ONSITE ROLE
Essential Skills: Job Title 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 inboundout bound 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)Qualifications35 years of experience in contact center or telephony solutions2 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)
Note : If you are interested please share me your resumes to Dhamu@vmcsofttech.com or else reach me at 4804076920.