T032 - AWS Connect Specialist

OST Workforce

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JOB DETAILS

SKILLS

AWS Lambda, Amazon Simple Storage Service (S3), Amazon Web Services (AWS), Artificial Intelligence (AI), Best Practices, Business Analysis, Calendar Management, Call Centers, Call Routing, Campaigns, Capacity Management, Change Control, Cloud Computing, Communication Skills, Computer Science, Configuration Management, Continuous Deployment/Delivery, Continuous Integration, Conversation Engine, Cross-Functional, 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, Project/Program Management, Regulations, Reporting Dashboards, Requirements Management, Scripting (Scripting Languages), System Integration (SI), Time Management, VoIP (Voice over IP)

LOCATION

NULL, NULL

POSTED

4 days ago

T032 - AWS Connect Specialist

**In-person interviews will be conducted for this REQ**

**Only submit local candidates to DMV region**
**Hybrid - candidate will be required to be on-site 3x/week in the near future**

Duties and 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:

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) Security and Compliance:

a) 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.

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.

Education:

Engineering, or a related field or The equivalent combination of

education and successful work experience

Qualifications:

Amazon Connect CCaaS Hands on experience, not AWS infrastructure.

Hands on AWS CI/CD experienceto deploy code and customize AWS connect services.

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.

Required/Desired Skills

Skill	Required /Desired	Amount	of Experience
*Hands on experience w/ Amazon Connect CCaaS, not AWS infrastructure*	Required	0
*Hands on AWS CI/CD experience to deploy code and customize AWS connect services*	Required	0
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	0
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	0
Demonstrated experience configuring and utilizing Amazon Connect's native reporting and dashboard capabilities for KPI management.	Required	0
Experience with other AWS services that integrate with Amazon Connect, such as Lambda, Lex, and S3.	Required	0
Workforce optimization (Forecast Capacity planning and Scheduling, FCS), best practices and how to implement them within the AWS Connect ecosystem.	Required	0
Bachelor's degree in Computer Science, Information Technology Engineering or a related field; The equivalent combination of education and experience	Required	0
AWS certifications, such as AWS Certified Solutions Architect or Developer, can demonstrate expertise in the platform	Highly desired	0

Questions

No.	Question
Question1	Hybrid position that will require regular on-site reporting, depending on project needs. Is your candidate willing to report on-site in Washington DC as required by client?
Question2	Candidate is LOCAL and agree to IN-PERSON interviews for this role?
Question3	Please provide your candidate's phone number so OST can conduct a pre-screen interview.

About the Company

OST Workforce

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