Amazon Connect Solution Architect

AHU Technologies Inc; Washington (District of Columbia); Hybrid; USD 100,000 - 130,000; Full time

Benefits offered by this job

Flexible work from home options

Job summary

AHU Technologies Inc is looking for an AWS Connect Specialist based in Washington, DC. The successful candidate will be responsible for designing, implementing, and maintaining an AWS Connect cloud-based contact center, ensuring performance aligns with business objectives.

Key responsibilities include configuring contact flows, managing outbound campaigns, and ensuring compliance with security regulations. A minimum of 3 years’ experience with AWS Connect is essential. Flexible work from home options are available.

Qualifications

• Minimum of 3 years hands-on experience with Amazon Connect and AWS services.
• AWS certifications like AWS Certified Solutions Architect preferred.
• Proven ability to work with cross-functional teams and communicate effectively.

Responsibilities

• Design, implement, and maintain AWS Connect cloud-based contact center.
• Develop and deploy chatbots within Connect contact flows.
• Configure and maintain Amazon Connect instances and security profiles.
• Set up outbound voice campaigns and ensure compliance with regulations.
• Collaborate with security staff to ensure compliance with relevant controls.
• Identify and resolve technical issues in the AWS Connect environment.

Skills

Amazon Connect CCaaS hands-on experience

AWS CI/CD experience

Scripting with AWS services (Lambda, DynamoDB, S3)

Understanding of VoIP and CX strategies

Contact flow creation and management in Amazon Connect

Configuration of reporting and dashboard capabilities

Workforce optimization best practices

Effective communication skills

Education

Bachelor's degree in Computer Science or related field

Tools

AWS Lambda

Amazon Connect

Amazon QuickSight

Amazon Lex

Job description

Job Description

AWS Connect Specialist

Short Description

AWS Connect Specialist

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
   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 experience to 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 Matrix

• Hands on experience with Amazon Connect CCaaS, not AWS infrastructure.
• Hands on AWS CI/CD experience to deploy code and customize AWS connect services.
• Hands-on experience with Amazon Connect and other AWS cloud services is essential.
• 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.
• Workforce optimization (Forecast Capacity planning and Scheduling, FCS), best practices and how to implement them within the AWS Connect ecosystem.
• Bachelor's degree in Computer Science, Information Technology Engineering or a related field; the equivalent combination of education and experience.
• AWS certifications, such as AWS Certified Solutions Architect or Developer, can demonstrate expertise in the platform.

Flexible work from home options available.