Our direct client is looking for a AWS Connect Specialist for a Hybrid Long Term Contract in Washington, DC
.
Note:
- Hybrid position - candidate will be required to be on-site 3 days/week.
- In-person interviews will be conducted for this position
J0B DESCRIPTION:
- Working closely with the Office of the Chief Financial Officer (OCFO) 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:
- Design and Configuration:
-- Design, document, and implement contact flows using the AWS Connect to ensure optimal and dynamic call routing based on business requirements.
-- Utilize Amazon Connect to 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.
- Metrics and Reporting:
-- 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.
-- Regularly review usage data from Amazon Connect''s cloud monitoring tools, such as Amazon CloudWatch, and report findings to the supervisor.
- Outbound Campaigns and Surveys:
-- 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.
- Integration and Optimization:
-- 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.
- Security and Compliance:
-- Collaborate with security staff and supervisors to document and implement processes and procedures that ensure AWS Connect comply with District, OCIO, and relevant security controls.
-- Apply appropriate change control and configuration management processes for all modifications to the production environment.
- Troubleshooting and Support:
-- 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:
- 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.
SKILL MATRIX:
- Hands on experience w/ Amazon Connect CCaaS , not AWS infrastructure - Required
- Hands on AWS CI/CD experience to deploy code and customize AWS connect services - Required
- Hands-on experience with Amazon Connect and other AWS cloud services is essential. - Required
- Scripting and integrating various AWS services, such as Lambda, DynamoDB, and S3, to build and enhance contact center functionalities. - Required
- Experience with other cloud platforms and a strong understanding of Voice over IP (VoIP), Customer Experience (CX) strategies, and system integration. - Required
- In-depth, hands-on experience with Amazon Connect, including contact flow creation, call routing, and user management. - Required
- Demonstrated experience configuring and utilizing Amazon Connect''s native reporting and dashboard capabilities for KPI management. -Required
- Experience with other AWS services that integrate with Amazon Connect, such as Lambda, Lex, and S3. - Required
- Workforce optimization (Forecast Capacity planning and Scheduling, FCS), best practices and how to implement them within the AWS Connect ecosystem. - Required
- Bachelor''s degree in Computer Science, Information Technology Engineering or a related field; The equivalent combination of education and experience - Required
- AWS certifications, such as AWS Certified Solutions Architect or Developer, can demonstrate expertise in the platform - Strong plus to have
Question 1: This is a Hybrid position and candidate will be required to be on-site 3 days/week. Is your candidate willing to report on-site in Washington DC as required by client?
Question 2: Is your candidate able and willing to come on-site during the interview process?
Question 3: Please provide your candidate''s phone number so OST can conduct a pre-screen interview.
Location: Hybrid, Washington, DC
Type: Contract
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