AWS Connect

GoIntellects Inc.; Washington (District of Columbia); Hybrid; USD 97,000 - 138,000; Full time

Job summary

GoIntellects Inc. is seeking an AWS Connect Specialist for our DMV-area clients. The role focuses on designing and implementing Amazon Connect contact flows, deploying conversational AI, and ensuring robust KPI reporting.

Hybrid work is required with on-site presence in Washington, DC area 3x per week. In-person interviews will be conducted for local DMV candidates.

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, preferred.
• Minimum 3 years hands-on experience with Amazon Connect and other AWS cloud services.
• Experience scripting and integrating AWS services (Lambda, DynamoDB, S3) to enhance contact center.

Responsibilities

• Design, document, and implement AWS Connect contact flows for dynamic routing.
• Develop chatbots and conversational AI within Connect flows.
• Configure Connect instances, routing profiles, and security profiles.
• Create dashboards and reports in Amazon Connect and QuickSight for KPI monitoring.
• Set up outbound campaigns and surveys using Connect Outbound Campaigns and Flows.
• Integrate Connect with CRMs using Lambda and other AWS services.

Skills

AWS Connect CCaaS hands-on

AWS CI/CD

Scripting & integration

Cross-functional collaboration

Communication

Education

Engineering or related field

Tools

Amazon Connect

AWS Lambda

DynamoDB

S3

Lex

CloudWatch

QuickSight

Job description

WS Connect Specialist

Rate: $85.00/hour on W2

Worksite Address: Washington, DC

Duration: 11/02/2026 to 03/31/2027

Submittals due: 10/27/2026

Interviews: In person

Job Description

Short Description

T032 - AWS Connect Specialist - In-person interviews will be conducted for this REQ

Only submit local candidates to DMV region

Hybrid - candidate will be required to be on-site 3x/week in the near future

Complete Description

Duties and 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.