Amazon Connect Engineer

AHU Technologies Inc; Washington (District of Columbia); Remoto; USD 82.656 - 123.984; Tempo pieno

Vantaggi offerti da questo lavoro

Remote work options

Descrizione del lavoro

AHU Technologies Inc. seeks an AWS Connect Specialist contractor to design, deploy, and optimize an Amazon Connect-based contact center for a DC-area government client.

Responsibilities include building contact flows, dashboards, outbound campaigns, and integrations with Lambda/DynamoDB, with a focus on security and compliance. The candidate will work remotely with periodic on-site reviews in Washington, DC, and collaborate with stakeholders, security teams, and IT project managers to ensure

Competenze

• Hands-on Amazon Connect CCaaS experience (not just AWS infra).
• 3+ years with Amazon Connect and AWS services.
• Experience scripting and integrating AWS services (Lambda, DynamoDB, S3).
• AWS CI/CD experience to deploy and customize Connect.
• AWS certifications are a plus.

Mansioni

• Design, document, and implement contact flows in Amazon Connect.
• Develop dashboards and reports in Amazon Connect and QuickSight.
• Configure outbound campaigns and customer surveys within Connect.
• Integrate Connect with other systems using AWS services.
• Ensure security controls and compliance with district requirements.

Conoscenze

Amazon Connect CCaaS

AWS CI/CD

Lambda integration

DynamoDB

S3

VoIP knowledge

Contact flow design

KPI dashboards

Cross-functional teamwork

Security/compliance

Formazione

Engineering or related field

Strumenti

Amazon Connect

Lambda

DynamoDB

S3

Lex

Descrizione del lavoro

Job Description:

AWS Connect Specialist

Complete Description

Employment type: Contract w2/1099/C2C

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:
  • 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.

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 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
• AWS certifications, such as AWS Certified Solutions Architect or Developer, can demonstrate expertise in the platform. Highly desired

Flexible work from home options available.