Amazon Connect Developer

AHU Technologies Inc.; Washington (District of Columbia); A distancia; USD 110.000 - 160.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Work-from-home options

Descripción de la vacante

AHU Technologies Inc. in Washington, DC seeks an AWS Connect Specialist to design, implement, and optimize a cloud-based contact center using Amazon Connect and related AWS tools. You will build contact flows, integrate with CRMs, and develop dashboards to monitor performance.

The role emphasizes security, compliance, and continual improvement, requiring hands-on Connect and CI/CD experience, plus collaboration with IT and business stakeholders.

Formación

• Hands-on experience with Amazon Connect CCaaS, not just AWS infra.
• Experience deploying and customizing Connect using CI/CD pipelines.
• AWS certifications (Solutions Architect or Developer) preferred.

Responsabilidades

• Design, document, and implement contact flows using Amazon Connect.
• Develop and deploy chatbots and conversational AI within Connect.
• Configure and maintain Amazon Connect instances, user and routing profiles.
• Create KPI dashboards and reports in Connect and Amazon QuickSight.
• Integrate Connect with CRMs and other systems using AWS Lambda.
• Ensure security controls, change management, and regulatory compliance.

Conocimientos

Effective communication

Cross-functional collaboration

Problem solving

Educación

Bachelor’s degree in Computer Science, Information Technology, Engineering, or related field

Herramientas

Amazon Connect CCaaS

AWS Lambda

DynamoDB

S3

Lex

CloudWatch

Amazon QuickSight

Descripción del empleo

Job Description

AWS Connect Specialist

Short Description

AWS Connect Specialist

Complete Description

Duties and Responsibilities

Working closely with the Client 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.

Skills

• Hands-on experience with Amazon Connect CCaaS, not AWS infrastructure — Required
• Hands-on AWS CI/CD experience to deploy code and customize Amazon Connect services — Required
• Hands-on experience with Amazon Connect and other AWS cloud services — Required 3 Years
• Scripting and integrating AWS services, such as Lambda, DynamoDB, and S3, to build and enhance contact center functionalities — Required
• Experience with other cloud platforms, 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
• Experience configuring Amazon Connect native reporting and dashboards for KPI management — Required
• Experience with AWS services integrated with Amazon Connect, such as Lambda, Lex, and S3 — Required
• Knowledge of Workforce Optimization (WFO), Forecasting, Capacity Planning, and Scheduling (FCS) best practices within AWS Connect — Required
• Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field, or equivalent combination of education and experience — Required
• AWS certifications, such as AWS Certified Solutions Architect or AWS Certified Developer — Required

• Flexible work from home options available.