4Years AWS Connect Specialist - In Person - Hybrid

GoIntellects Inc.; Washington (District of Columbia); Híbrido; USD 120 000 - 150 000; Tempo integral

Resumo da oferta

GoIntellects Inc. is seeking an AWS Connect Specialist to design and optimize contact flows for DC Government. You will build chatbots, configure security profiles, and deliver KPI dashboards using Connect and QuickSight.

The role requires 3+ years of hands-on Amazon Connect experience, Lambda integrations, and a strong grasp of VoIP and CX strategies. Hybrid work in Washington, DC is offered with collaboration across IT and security teams.

Qualificações

• Hands-on Amazon Connect CCaaS experience.
• Experience integrating AWS services (Lambda, DynamoDB, S3) for contact center capabilities.
• AWS certifications (preferred).
• Minimum 3 years hands-on with Amazon Connect and AWS services.

Responsabilidades

• Design, document, and implement AWS Connect contact flows for dynamic routing.
• Develop chatbots and conversational AI within Connect flows.
• Configure and maintain Connect instances, profiles, and security settings.
• Create dashboards and reports in Connect and QuickSight for KPI monitoring.
• Manage outbound voice campaigns and surveys via Connect.
• Integrate Connect with CRMs using Lambda and other AWS services.
• Ensure security controls and change management for production.
• Troubleshoot AWS Connect issues and provide timely updates.

Conhecimentos

Amazon Connect

CCaaS hands-on

CI/CD

Lambda

DynamoDB

S3

VoIP

KPI reporting

Dashboarding

Security/compliance

Formação académica

Engineering degree or equivalent

Ferramentas

Lambda

DynamoDB

S3

Lex

CI/CD pipelines

Descrição da oferta de emprego

Role: AWS Connect Specialist

Client: DC Government

Location: Washington, DC (Hybrid)

Key Responsibilities

1. Design and Configuration:
   1. Design, document, and implement contact flows using the AWS Connect to ensure optimal and dynamic call routing based on business requirements.
   2. Utilize Amazon Connect to develop and deploy chatbots and conversational AI for automated customer interactions within Connect contact flows.
   3. Configure and maintain Amazon Connect instances, user profiles, routing profiles, and security profiles.
2. Metrics and Reporting:
   1. Ensure all metrics required for Key Performance Indicator (KPI) management are collected and available within AWS Connect.
   2. Configure and maintain custom dashboards and reports in Amazon Connect and Amazon QuickSight for business units to monitor team performance.
   3. 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:
   1. Set up and manage outbound voice campaigns and customer surveys using Amazon Connect Outbound Campaigns and Contact Flows.
   2. Ensure campaigns comply with relevant regulations, including managing caller ID settings, call times, and contact attempts.
4. Integration and Optimization:
   1. Design and implement integrations between AWS Connect and other systems, including CRMs, using AWS Lambda and other AWS services.
   2. Continuously review and enhance designs based on feedback to improve operational efficiency, reliability, and availability of the contact center.
5. Security and Compliance:
   1. 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.
   2. Apply appropriate change control and configuration management processes for all modifications to the production environment.
6. Troubleshooting and Support:
   1. Identify and resolve technical issues related to the AWS Connect environment, providing timely updates to the supervisor.
   2. 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.