AWS Connect Specialist

AHU Technologies Inc

Washington, DC

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JOB DETAILS

SKILLS

AWS Lambda, Amazon Simple Storage Service (S3), Amazon Web Services (AWS), Artificial Intelligence (AI), Best Practices, Calendar Management, Call Centers, Call Routing, Campaigns, Capacity Management, Change Control, Cloud Computing, Computer Science, Configuration Management, Continuous Deployment/Delivery, Continuous Integration, Conversation Engine, Customer Experience, Customer Relations, Customer Relationship Management (CRM) Systems, Design Document, Ecosystems, Forecasting, Government, Information Technology & Information Systems, LEX (LEXical analyzer), Market Surveys, Metrics, Operational Improvement, Operational Strategy, Performance Analysis, Performance Management, Performance Metrics, Problem Solving Skills, Procedure Implementation, Production Systems, Regulations, Reporting Dashboards, Scripting (Scripting Languages), System Integration (SI), Time Management, VoIP (Voice over IP)

LOCATION

Washington, DC

POSTED

30+ days ago

TITLE: AWS Connect Specialist
LOCATION: Washington, DC/ Hybrid
Employment type: Contract w2/1099/C2C
MINIMUM EDUCATION: Bachelor’s degree in IT, related field, or equivalent experience.
REQUIRED EXPERIENCE: 6 years
INTERVIEWS: Webcam Only

Job Description:
The client is looking for a person who has a 5+ years of experience as a AWS Connect Specialist.
Employment type: Contract w2/1099/C2C

Responsibilities:
Working closely with the Office of the Chief Financial Officer (OCFO) and other District government stakeholders. 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:

Design, document, and implement contact flows using the AWS Connect to ensure optimal and dynamic call routing based on business requirements.
Utilize Amazon Connect to 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.

2) Metrics and Reporting:

Ensure all metrics required for Key Performance Indicator (KPI) management are collected and available within AWS Connect.
Configure and maintain custom dashboards and reports in Amazon Connect and Amazon QuickSight for business units to monitor team performance.
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:

Set up and manage outbound voice campaigns and customer surveys using Amazon Connect Outbound Campaigns and Contact Flows.
Ensure campaigns comply with relevant regulations, including managing caller ID settings, call times, and contact attempts.

4) Integration and Optimization:

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

5) Security and Compliance:

Collaborate with security staff and supervisors to document and implement processes and procedures that ensure AWS Connect comply with District, OCIO, and relevant security controls.
Apply appropriate change control and configuration management processes for all modifications to the production environment.

6) Troubleshooting and Support:

Identify and resolve technical issues related to the AWS Connect environment, providing timely updates to the supervisor.
Implement system revisions to maintain and improve overall performance.

Skills:

Hands on experience w/ Amazon Connect CCaaS , not AWS infrastructure. Required
Hands on AWS CI/CD experience to deploy code and customize AWS connect services. Required
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

AWS Connect Specialist

AHU Technologies Inc

Washington, DC

About the Company

AHU Technologies Inc

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