Amazon Connect Developer

VGroup Inc; Washington (District of Columbia); Presencial; USD 96 000 - 138 000; Tempo integral

Resumo da oferta

VGroup Inc is seeking an Amazon Connect Developer for a 5-month engagement with the District OCFO in Washington, DC. The role designs, implements, and maintains a cloud-based contact center, including contact flows, routing, AI chatbots, dashboards, and outbound campaigns.

You will collaborate with OCFO and stakeholders to ensure secure, reliable, and compliant operations using AWS Lambda, DynamoDB, and S3, with CI/CD workflows and KPI reporting.

Qualificações

• 3+ years hands-on Amazon Connect and AWS cloud services experience.
• Experience with CCaaS, contact flows, routing, and user management.
• Experience integrating AWS services to enhance contact center functionality.

Responsabilidades

• Design, document, and implement Amazon Connect contact flows and dynamic call routing.
• Develop and deploy chatbots and conversational AI within Amazon Connect.
• Configure and maintain Amazon Connect instances, user profiles, routing profiles, and security profiles.
• Ensure metrics for KPI management are collected and available.
• Configure dashboards and reports in Amazon Connect and QuickSight.
• Review data and monitor CloudWatch; report findings to supervisor.
• Set up outbound voice campaigns and surveys with Amazon Connect Outbound Campaigns.
• Configure caller ID, hours, and contact attempts for campaigns.
• Design integrations between Amazon Connect, CRM platforms, and other systems using AWS Lambda.
• Review and improve contact center designs for efficiency and reliability.
• Work with security staff to document and implement security controls.
• Apply change control and configuration management to production changes.
• Troubleshoot issues and implement revisions to maintain performance.

Conhecimentos

Amazon Connect

CCaaS experience

CI/CD workflows

AWS Lambda

DynamoDB

S3

KPI reporting

Security controls

Stakeholder collaboration

Communication skills

Formação académica

Engineering degree or equivalent

Ferramentas

AWS Cloud services

AWS CI/CD

Lambda

DynamoDB

S3

CloudWatch

Descrição da oferta de emprego

End Client: District Government - Office of the Chief Financial Officer (OCFO)

Job Title: Amazon Connect Developer

Duration: 5 Months

Location: Washington, DC

Hours Per Week: 40 Hours

Interview Type: In-person interview

Ceipal ID: SDC_AWS447_SK

Job Code: 814447

Department: Office of the Chief Financial Officer (OCFO)

Scope of Project

Working closely with the Office of the Chief Financial Officer (OCFO) and other District government stakeholders, the consultant will design, implement, and maintain an Amazon Connect cloud-based contact center. The role focuses on configuring contact flows, routing, conversational AI, reporting, outbound campaigns, integrations, security, and ongoing operational support to ensure reliable service aligned with business objectives.

Responsibilities

• Design, document, and implement Amazon Connect contact flows and dynamic call routing based on business requirements.
• Develop and deploy chatbots and conversational AI within Amazon Connect contact flows.
• Configure and maintain Amazon Connect instances, user profiles, routing profiles, and security profiles.
• Ensure metrics required for KPI management are collected and available.
• Configure and maintain dashboards and reports in Amazon Connect and Amazon QuickSight.
• Review Amazon Connect usage data and CloudWatch monitoring information, and report findings to the supervisor.
• Set up and manage outbound voice campaigns and customer surveys using Amazon Connect Outbound Campaigns and contact flows.
• Configure caller ID, calling hours, and contact attempts to support applicable campaign requirements.
• Design and implement integrations between Amazon Connect, CRM platforms, and other systems using AWS Lambda and related AWS services.
• Review and improve contact center designs to strengthen efficiency, reliability, and availability.
• Work with security staff and supervisors to document and implement processes that meet District, OCIO, and other applicable security controls.
• Apply change control and configuration management processes to production changes.
• Troubleshoot Amazon Connect issues, communicate status, and implement revisions to maintain and improve performance.

Required Skills

• At least 3 years of hands-on Amazon Connect and related AWS cloud services experience.
• Hands-on Amazon Connect CCaaS experience, including contact flows, call routing, and user management.
• Experience developing and deploying code through AWS CI/CD workflows to customize Amazon Connect services.
• Experience integrating AWS services such as Lambda, DynamoDB, and S3 to build and enhance contact center functionality.
• Experience with Amazon Connect native reporting and dashboards for KPI management.
• Experience with AWS services that integrate with Amazon Connect, including Lambda, Lex, and S3.
• Strong understanding of workforce optimization, including forecasting, capacity planning, and scheduling.
• Knowledge of VoIP, customer experience strategies, and system integration.
• Experience collaborating with project managers, business analysts, security staff, and business leaders.
• Strong communication skills for gathering requirements, explaining technical concepts, and working with stakeholders.
• A degree in engineering or a related field, or an equivalent combination of education and successful work experience.

Preferred Skills

• AWS certifications, such as AWS Certified Solutions Architect or AWS Certified Developer.
• Experience with other cloud platforms.