AWS Connect Specialist - In person Interview

Hatch Pros Inc.; Washington (District of Columbia); Hybrid; USD 120,000 - 160,000; Full time

Job summary

Hatch Pros Inc. in Washington, DC is hiring an AWS Connect Specialist to design, implement, and maintain its Amazon Connect cloud contact center in a hybrid role. You will craft contact flows, deploy chatbots, and integrate with CRMs using AWS Lambda.

The ideal candidate has hands-on Amazon Connect CCaaS experience, strong AWS CI/CD skills, and at least 3 years with Amazon Connect and AWS services. A CS/IT/engineering degree or equivalent experience is required, with AWS certifications preferred.

Qualifications

• Hands-on Amazon Connect CCaaS experience required.
• Hands-on AWS CI/CD experience required.
• Minimum 3 years hands-on with Amazon Connect and AWS cloud services.
• Scripting and integration with Lambda, DynamoDB, S3 for contact center functionality.
• Strong understanding of VoIP, CX strategies, and system integration.
• Workforce optimization (Forecast Capacity planning and Scheduling) within AWS Connect.
• Bachelor's in CS/IT/Engineering or related, or equivalent experience; AWS certifications preferred.

Responsibilities

• Design, document, and implement contact flows in AWS Connect for dynamic routing.
• Develop and deploy chatbots and conversational AI within Connect.
• Configure and maintain Amazon Connect instances, user profiles, routing profiles, and security profiles.
• Build KPI dashboards and reports in Amazon Connect and Amazon QuickSight; review CloudWatch data.
• Set up outbound voice campaigns and customer surveys within regulatory requirements.
• Design integrations between AWS Connect and other systems using AWS Lambda.
• Maintain compliance with District OCIO and security controls; apply change control.

Skills

Amazon Connect CCaaS

AWS CI/CD

3+ years AWS/Connect

Lambda/DynamoDB/S3 scripting

VoIP/CX understanding

Workforce optimization

Bachelor's degree or equivalent

Education

Bachelor's degree in Computer Science/IT/Engineering or related

AWS certifications preferred

Tools

Amazon Connect

AWS Lambda

DynamoDB

S3

Job description

in-person interviews

This is a hybrid role in Washington, DC for DMV-area candidates only, moving to 3 days per week on-site in the near future,

we are hiring an AWS Connect Specialist to design, implement, and maintain its Amazon Connect cloud-based contact center. The role covers contact flow design and dynamic call routing, chatbots and conversational AI, KPI dashboards and reporting in Amazon Connect and QuickSight, outbound voice campaigns and surveys, and integrations with CRMs and other systems through AWS Lambda. This is a hybrid role in Washington, DC for DMV-area candidates, moving to 3 days per week on-site in the near future, with in-person interviews.

What You'll Do

• Design, document, and implement contact flows in AWS Connect for optimal and dynamic call routing
• 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
• Build and maintain KPI dashboards and reports in Amazon Connect and Amazon QuickSight; review CloudWatch usage data
• Set up and manage outbound voice campaigns and customer surveys within regulatory requirements
• Design and implement integrations between AWS Connect and other systems, including CRMs, using AWS Lambda
• Keep AWS Connect compliant with District, OCIO, and relevant security controls; apply change control and configuration management

What You Need

• Hands-on Amazon Connect CCaaS experience, not AWS infrastructure
• Hands-on AWS CI/CD experience to deploy code and customize AWS Connect services
• Minimum 3 years hands-on with Amazon Connect and other AWS cloud services
• Scripting and integrating AWS services such as Lambda, DynamoDB, and S3 for contact center functionality
• Other cloud platforms plus a strong understanding of VoIP, Customer Experience (CX) strategies, and system integration
• Workforce optimization (Forecast Capacity planning and Scheduling, FCS) within the AWS Connect ecosystem
• Bachelor's in Computer Science, IT, Engineering or related, or equivalent experience; AWS certifications preferred