AWS Connect Specialist

Intone Inc; Washington, Northern (District of Columbia, KY); Hybrid; USD 120,000 - 150,000; Full time

Job summary

Intone Inc. seeks an AWS Connect Specialist to design, implement, and maintain a cloud-based contact center in Washington, D.C. for a 6+ month contract with OCFO and district stakeholders.

You will design contact flows, deploy chatbots, configure Connect instances, and build KPI dashboards with QuickSight. The role emphasizes security, compliance, and cross-functional collaboration across IT, security, and business leaders.

Qualifications

• Education in Engineering or a related field, or equivalent combination of education and successful work experience.
• Hands-on experience with Amazon Connect CCaaS
• Hands-on AWS CI/CD experience to deploy code and customize AWS Connect services.
• Minimum of 3 years of hands-on experience with Amazon Connect and other AWS cloud services.
• Experience with scripting and integrating various AWS services, such as Lambda, DynamoDB, and S3, to build and enhance contact center functionalities.
• 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 best practices, including Forecast Capacity Planning and Scheduling (FCS), 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.

Responsibilities

• Design, document, and implement contact flows using AWS Connect to ensure optimal and dynamic call routing based on business requirements.
• 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.
• Ensure all metrics required for 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.
• Review usage data from Amazon Connect's cloud monitoring tools, such as Amazon CloudWatch, and report findings to the supervisor.
• 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.
• 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.
• Collaborate with security staff and supervisors to document and implement processes and procedures that ensure AWS Connect compliance with District, OCIO, and relevant security controls.
• Apply appropriate change control and configuration management processes for all modifications to the production environment.
• 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.

Skills

AWS Connect

Contact center design

KPI management

Cross-functional collaboration

Security/compliance

Education

Engineering degree

Equivalent experience

Tools

Lambda

DynamoDB

S3

CloudWatch

Amazon QuickSight

Lex

Job description

This is a contract position for an AWS Connect Specialist to work with the Office of the Chief Financial Officer (OCFO) and District government stakeholders in Washington, D.C. The role is for a duration of 6+ months and involves designing, implementing, and maintaining an AWS Connect cloud-based contact center to ensure optimal performance and alignment with business objectives.

Responsibilities

• Design, document, and implement contact flows using AWS Connect to ensure optimal and dynamic call routing based on business requirements
• 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
• 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
• Review usage data from Amazon Connect's cloud monitoring tools, such as Amazon CloudWatch, and report findings to the supervisor
• 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
• 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
• Collaborate with security staff and supervisors to document and implement processes and procedures that ensure AWS Connect compliance with District, OCIO, and relevant security controls
• Apply appropriate change control and configuration management processes for all modifications to the production environment
• 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

Qualifications

• Required
  • Education in Engineering or a related field, or equivalent combination of education and successful work experience
  • Hands-on experience with Amazon Connect CCaaS (not AWS infrastructure)
  • Hands-on AWS CI/CD experience to deploy code and customize AWS Connect services
  • Minimum of 3 years of hands-on experience with Amazon Connect and other AWS cloud services
  • Experience with scripting and integrating various AWS services, such as Lambda, DynamoDB, and S3, to build and enhance contact center functionalities
  • 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 best practices, including Forecast Capacity Planning and Scheduling (FCS), 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
• Preferred
  • AWS certifications, such as AWS Certified Solutions Architect or Developer
  • Experience with other cloud platforms and a strong understanding of Voice over IP (VoIP), Customer Experience (CX) strategies, and system integration