AWS Connect Specialist

  • Washington D.C., DC
  • Posted 18 hours ago | Updated 18 hours ago

Overview

Hybrid
Depends on Experience
Contract - Independent
Contract - W2
Contract - 12 Month(s)

Skills

Amazon DynamoDB
Amazon Lambda
Amazon S3
Amazon Web Services
Artificial Intelligence
Capacity Management
Change Control
Cloud Computing
Configuration Management
Forecasting
Identity Management
Information Technology
Routing
VoIP

Job Details

Job Title: AWS Connect Specialist

Duties and Responsibilities

  • Design, document, and implement contact flows in AWS Connect for optimal and dynamic call routing.

  • Develop and deploy chatbots and conversational AI within Amazon Connect contact flows.

  • Configure and maintain Amazon Connect instances, user profiles, routing profiles, and security profiles.

  • Collect, configure, and maintain all Key Performance Indicator (KPI) metrics within AWS Connect.

  • Build and manage custom dashboards and reports using Amazon Connect and Amazon QuickSight.

  • Monitor Amazon CloudWatch data and provide regular usage reports.

  • Set up and manage outbound voice campaigns and customer surveys using Amazon Connect Outbound Campaigns and Contact Flows.

  • Ensure outbound campaigns comply with regulations regarding caller ID settings, call times, and contact limits.

  • Design and implement integrations between AWS Connect and other systems using AWS Lambda and related services.

  • Enhance and optimize system performance, reliability, and availability.

  • Implement and document security and compliance processes aligning with District and OCIO standards.

  • Apply change control and configuration management for all production environment modifications.

  • Troubleshoot and resolve technical issues in the AWS Connect environment.

  • Execute system revisions to maintain and improve performance.

Education

  • Bachelor s degree in Computer Science, Information Technology, Engineering, or a related field, or equivalent combination of education and experience.

Qualifications

  • Minimum 3 years of hands-on experience with Amazon Connect and AWS services.

  • Experience integrating AWS services (Lambda, DynamoDB, S3) to enhance contact center functionality.

  • Experience with other cloud platforms and understanding of VoIP, CX strategies, and system integration.

  • In-depth experience with contact flow creation, call routing, and user management in Amazon Connect.

  • Experience creating and managing native reports and dashboards for KPI management.

  • Experience with AWS services integrated with Amazon Connect, including Lambda, Lex, and S3.

  • Strong understanding of workforce optimization practices, such as Forecast Capacity Planning and Scheduling (FCS), within AWS Connect.

  • AWS certifications (e.g., AWS Certified Solutions Architect or Developer) preferred.

Additional Information

  • Hybrid position; on-site presence required in Washington, DC, as project needs dictate.

Candidate need to undergo following BG Checks

  1. Criminal Background Checks
  2. Educations Checks
  3. Professional Reference Checks

Note Client is looking for Local candidates.

Please share your word format resume with complete contact details work status, current location and expected rate.

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