AWS Connect Specialist

Position: AWS Connect Specialist

Location: Hybrid - Washington DC

Duration: 12 + Months Contract

Tax: W2 or 1099

Note:

3 days onsite per week

In-person interviews will most likely be required for this role

Candidates local to the DMV area only

Job Description:

Duties and Responsibilities

Working closely with one of our clients 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:

a) Design, document, and implement contact flows using 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 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 KPI management are collected and available within AWS Connect.

b) Configure and maintain dashboards and reports in Amazon Connect and Amazon QuickSight for performance monitoring.

c) Review usage data from Amazon Connect monitoring tools such as Amazon CloudWatch and report findings to stakeholders.

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 compliance with regulations including caller ID settings, call times, and contact attempts.

4) Integration and Optimization:

a) Design and implement integrations between AWS Connect and external systems, including CRMs, using AWS Lambda and other AWS services.

b) Continuously optimize designs to improve operational efficiency, reliability, and availability of the contact center.

5) Security and Compliance:

a) Collaborate with security teams to document and implement processes ensuring AWS Connect complies with organizational security standards.

b) Apply change control and configuration management processes for all production environment modifications.

6) Troubleshooting and Support:

a) Identify and resolve technical issues related to AWS Connect, providing timely updates to stakeholders.

b) Implement system enhancements to maintain and improve overall performance.

Education:

Engineering or related field, or equivalent combination of education and relevant work experience.

Qualifications:

• Hands-on experience with Amazon Connect CCaaS (functional, not infrastructure-focused)
• 3+ years of hands-on experience with Amazon Connect and AWS cloud services
• Strong experience in AWS CI/CD pipelines for deployment and customization
• AWS certifications (Solutions Architect / Developer) preferred
• Experience integrating AWS services such as AWS Lambda, Amazon DynamoDB, and Amazon S3
• Strong knowledge of VoIP and Customer Experience (CX) platforms
• Hands-on experience with contact flows, routing, and user management in Amazon Connect
• Experience with reporting and dashboards for KPI management
• Understanding of workforce optimization (forecasting, capacity planning, scheduling)
• Strong collaboration skills with cross-functional teams (IT, BA, Security, Business users)
• Strong communication skills for requirements gathering and stakeholder engagement

1. 3+ years hands-on experience with Amazon Connect
2. Strong experience in contact center (CCaaS) environments
3. Expertise in contact flow design and call routing
4. Functional (not infrastructure) experience in Amazon Connect