AWS Connect Specialist

Zenius Corporation; Washington (District of Columbia); Hybrid; USD 90,000 - 140,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

401K matching

Flexible schedules

Paid time off

Training & certification plans

Job summary

Zenius Corporation is seeking an experienced AWS Connect Specialist to support the OCFO District Government in the Washington, DC area. The role focuses on designing, implementing, configuring, and maintaining an Amazon Connect CCaaS solution with secure, compliant operations.

The ideal candidate will manage contact flows, routing, reporting, and automation, while integrating Connect with CRM systems and ensuring performance and reliability.

Qualifications

• Minimum 3 years hands-on Amazon Connect and AWS cloud services experience.
• Design and configuration of Amazon Connect contact flows, routing, and user management.
• Experience with native reporting, dashboards, and KPI management in Connect/QuickSight.
• Experience integrating AWS services (Lambda, Lex, S3) for contact center enhancements.

Responsibilities

• Design, configure, and maintain Amazon Connect contact flows and routing.
• Develop chatbots and AI solutions to automate interactions within flows.
• Maintain dashboards and reports to monitor KPI performance.
• Integrate Connect with CRM systems using Lambda and other AWS services.
• Ensure security, compliance, and change control in production environment.

Skills

Cloud experience

Strong communication

Cross‑functional teamwork

Education

Engineering degree

Tools

Amazon Connect

AWS Lambda

DynamoDB

Amazon S3

Amazon Lex

CI/CD pipelines

Job description

Position Title: AWS Connect Specialist

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

Location: Washington, DC Metropolitan Area (DMV)

Work Arrangement: Hybrid On-site 3 days per week in the near future

Interview Requirement: In-person interviews

Candidate Location Requirement: Local candidates within the DMV region only

Position Summary

We are seeking an experienced AWS Connect Specialist to work closely with the Office of the Chief Financial Officer (OCFO) and other District government stakeholders.

The successful candidate will be responsible for designing, implementing, configuring, and maintaining an Amazon Connect cloud-based contact center solution, ensuring optimal performance, operational efficiency, and alignment with business objectives.

This position requires hands‑on expertise with Amazon Connect Contact Center as a Service (CCaaS), including contact flows, call routing, reporting, automation, integrations, and security compliance.

Key Responsibilities

• Design and Configuration
• Design, document, and implement Amazon Connect contact flows to enable optimal and dynamic call routing based on business requirements.
• Develop and deploy chatbots and conversational AI solutions to automate customer interactions within Amazon Connect contact flows.
• Configure and maintain Amazon Connect instances, user profiles, routing profiles, and security profiles.
• Metrics and Reporting
• Ensure all metrics required for Key Performance Indicator (KPI) management are collected and available within Amazon Connect.
• Configure and maintain custom dashboards and reports using Amazon Connect and Amazon QuickSight to support business units in monitoring team performance.
• Regularly review usage data through AWS monitoring tools, including Amazon CloudWatch, and report findings to supervisors.
• Outbound Campaigns and Surveys
• Configure and manage outbound voice campaigns and customer surveys using Amazon Connect Outbound Campaigns and Contact Flows.
• Ensure campaigns comply with applicable regulations, including caller ID settings, calling hours, and contact attempt limitations.
• Integration and Optimization
• Design and implement integrations between Amazon Connect and other business systems, including Customer Relationship Management (CRM) platforms, using AWS Lambda and other AWS services.
• Continuously evaluate and improve contact center designs based on feedback to enhance operational efficiency, reliability, and system availability.
• Security and Compliance
• Collaborate with security personnel and supervisors to document and implement processes and procedures that ensure Amazon Connect complies with District government, OCIO, and applicable security controls.
• Follow established change control and configuration management procedures for modifications to the production environment.
• Troubleshooting and Technical Support
• Identify, troubleshoot, and resolve technical issues within the Amazon Connect environment.
• Provide timely updates to supervisors regarding system issues and resolutions.
• Implement system revisions and enhancements to maintain and improve overall performance.

Required Qualifications

• Minimum of 3 years of hands‑on experience with Amazon Connect and related AWS cloud services.
• Strong practical experience with Amazon Connect CCaaS, specifically contact center functionality rather than general AWS infrastructure administration.
• Hands‑on experience with AWS Continuous Integration/Continuous Deployment (CI/CD) processes to deploy code and customize Amazon Connect services.
• In-depth experience designing and configuring Amazon Connect contact flows, call routing, and user management.
• Demonstrated experience configuring and utilizing Amazon Connect's native reporting and dashboard capabilities for KPI management.
• Experience with scripting and integrating AWS services, including AWS Lambda, DynamoDB, and Amazon S3, to develop and enhance contact center functionality.
• Experience with AWS services that integrate with Amazon Connect, including AWS Lambda, Amazon Lex, and Amazon S3.
• Experience with other cloud platforms and a strong understanding of Voice over IP (VoIP), Customer Experience (CX) strategies, and system integration.
• Strong understanding of workforce optimization, including Forecast Capacity Planning and Scheduling (FCS), best practices, and implementation within the Amazon Connect ecosystem.
• Proven ability to collaborate effectively with cross‑functional teams, including IT project managers, business analysts, security personnel, and business leaders.
• Strong communication skills to gather requirements, explain technical concepts, and collaborate with stakeholders.

Education Requirements

Education in Engineering or a related field, or an equivalent combination of education and successful work experience.

Preferred Qualifications

• AWS certifications, such as:
  • AWS Certified Solutions Architect
  • AWS Certified Developer

Additional Requirements

• Local Candidates Only: Applicants must reside within the Washington, DC, Maryland, or Northern Virginia (DMV) region.
• Interview Process: In-person interviews will be conducted.
• Work Arrangement: Hybrid position requiring on-site attendance three days per week in the near future.

About The Company

Headquartered in Leesburg, Virginia, Zenius Corporation is a HUBZone‑certified small business. Zenius specializes in providing Grants Management, IT Modernization, Acquisition Management, and Financial Management services to Federal agencies. Zenius is selected by Inc 5000 as one of the fastest‑growing companies in the DC Metro Area, awarded in 2025, 2024, 2021, and 2020.

Zenius is also listed by Financial Times as one of the fastest‑growing companies in the Americas in 2021.

Zenius is an awardee of 2019 Best of Leesburg winner (Business Management Consultant category).

Benefits

Zenius Corporation is an employee‑oriented company. Join us now and help us grow!

We offer a competitive benefits package that includes paid holidays and paid time off, medical insurance including health, vision, dental insurance, 401K matching, Flexible Spending Account and flexible schedules, as per business needs. We also work with our employees on training and professional certification plans that benefit the employee.

Equal Opportunity Employer

Zenius Corporation provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state, and local laws. Zenius complies with applicable state and local laws governing non‑discrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Zenius Corporation expressly prohibits any form of unlawful employee harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status.

Equal Opportunity Employer

Zenius Corporation provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state, and local laws. Zenius complies with applicable state and local laws governing non‑discrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Zenius Corporation expressly prohibits any form of unlawful employee harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status.