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AWS Connect Specialist (Hybrid, Washington, DC)

TECKNOMIC LLC

Hybrid in Washington, District of Columbia • 2d ago

Easy Apply

Contract

75 - 85

AWS Connect Specialist - Hybrid (3 days/wk onsite) - Long Term Contract - Washington DC - B4051B

Technovision, Inc.

Hybrid in Washington, District of Columbia • Today

Easy Apply

Contract, Third Party

Depends on Experience

Job Details

Skills

Amazon Connect
AWS Connect
CCaaS
Contact Center
Contact Flows
Call Routing
Conversational AI
Chatbot
Amazon Lex
AWS Lambda
DynamoDB
S3
Amazon QuickSight
CloudWatch
Outbound Campaigns
Workforce Optimization
FCS
VoIP
Customer Experience
CX
CI/CD
AWS Certified Solutions Architect
AWS Certified Developer
OCFO
District of Columbia

Summary

About This Role

The DC Office of the Chief Financial Officer (OCFO) is 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, with in-person interviews.

Responsibilities

Design, document, and implement contact flows in AWS Connect for 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 KPI metrics are collected and available in AWS Connect; build and maintain custom dashboards and reports in Amazon Connect and Amazon QuickSight
Review usage data from Amazon CloudWatch and other cloud monitoring tools and report findings
Set up and manage outbound voice campaigns and customer surveys, ensuring compliance with caller ID, call time, and contact attempt regulations
Design and implement integrations between AWS Connect and other systems, including CRMs, using AWS Lambda and other AWS services
Document and implement processes that keep AWS Connect compliant with District, OCIO, and relevant security controls; apply change control and configuration management
Identify and resolve technical issues in the AWS Connect environment and implement system revisions to improve performance

Qualifications

Bachelor's degree in Computer Science, Information Technology, Engineering or a related field, or the equivalent combination of education and successful work experience
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 experience with Amazon Connect and other AWS cloud services
Experience scripting and integrating AWS services such as Lambda, DynamoDB, and S3 to build and enhance contact center functionality
Experience with other cloud platforms and a strong understanding of Voice over IP (VoIP), Customer Experience (CX) strategies, and system integration
Strong understanding of workforce optimization (Forecast Capacity planning and Scheduling, FCS) and how to implement it within the AWS Connect ecosystem
AWS certifications such as AWS Certified Solutions Architect or Developer (preferred)
Able to work hybrid in Washington, DC, attend an in-person interview, and sign an NDA

Required Skills

Amazon Connect CCaaS: contact flow creation, call routing, user management, instance and profile configuration
Amazon Connect native reporting and dashboard capabilities for KPI management; Amazon QuickSight; Amazon CloudWatch
AWS CI/CD for deploying code and customizing AWS Connect services
AWS service integration and scripting: Lambda, Lex, DynamoDB, S3
Outbound campaigns and customer surveys within Amazon Connect
Workforce optimization (Forecast Capacity planning and Scheduling, FCS)
VoIP, Customer Experience (CX) strategy, and system integration; other cloud platforms
Software / platforms: Amazon Connect, Amazon Lex, AWS Lambda, DynamoDB, S3, Amazon QuickSight, Amazon CloudWatch

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.

Dice Id: 10319786
Position Id: 814447
Posted 2 days ago

Fitment

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Dexter Spencer

Recruiter @ TECKNOMIC LLC

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Easy Apply

Contract

Depends on Experience

Job Details

Skills

Amazon Connect
AWS Connect
CCaaS
Contact Center
Contact Flows
Call Routing
Conversational AI
Chatbot
Amazon Lex
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DynamoDB
S3
Amazon QuickSight
CloudWatch
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District of Columbia

Summary

About This Role

Responsibilities

Design, document, and implement contact flows in AWS Connect for 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 KPI metrics are collected and available in AWS Connect; build and maintain custom dashboards and reports in Amazon Connect and Amazon QuickSight
Review usage data from Amazon CloudWatch and other cloud monitoring tools and report findings
Set up and manage outbound voice campaigns and customer surveys, ensuring compliance with caller ID, call time, and contact attempt regulations
Design and implement integrations between AWS Connect and other systems, including CRMs, using AWS Lambda and other AWS services
Document and implement processes that keep AWS Connect compliant with District, OCIO, and relevant security controls; apply change control and configuration management
Identify and resolve technical issues in the AWS Connect environment and implement system revisions to improve performance

Qualifications

Bachelor's degree in Computer Science, Information Technology, Engineering or a related field, or the equivalent combination of education and successful work experience
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 experience with Amazon Connect and other AWS cloud services
Experience scripting and integrating AWS services such as Lambda, DynamoDB, and S3 to build and enhance contact center functionality
Experience with other cloud platforms and a strong understanding of Voice over IP (VoIP), Customer Experience (CX) strategies, and system integration
Strong understanding of workforce optimization (Forecast Capacity planning and Scheduling, FCS) and how to implement it within the AWS Connect ecosystem
AWS certifications such as AWS Certified Solutions Architect or Developer (preferred)
Able to work hybrid in Washington, DC, attend an in-person interview, and sign an NDA

Required Skills

Amazon Connect CCaaS: contact flow creation, call routing, user management, instance and profile configuration
Amazon Connect native reporting and dashboard capabilities for KPI management; Amazon QuickSight; Amazon CloudWatch
AWS CI/CD for deploying code and customizing AWS Connect services
AWS service integration and scripting: Lambda, Lex, DynamoDB, S3
Outbound campaigns and customer surveys within Amazon Connect
Workforce optimization (Forecast Capacity planning and Scheduling, FCS)
VoIP, Customer Experience (CX) strategy, and system integration; other cloud platforms
Software / platforms: Amazon Connect, Amazon Lex, AWS Lambda, DynamoDB, S3, Amazon QuickSight, Amazon CloudWatch

Dice Id: 10319786
Position Id: 814447
Posted 2 days ago

Fitment