Job Description

Location: Washington, DC
Position Type: Hybrid
Hybrid Schedule: 3 days onsite
Contract Length: Long-term with annual extensions


The role is responsible for designing, implementing, and maintaining an AWS Connect cloud-based contact center to ensure optimal performance and alignment with business objectives. The candidate will work closely with cross-functional teams to enhance customer interactions, monitor performance metrics, and integrate AWS services for a fully optimized contact center experience.

Duties:

• Design, document, and implement dynamic contact flows in AWS Connect to meet business requirements.
• Develop and deploy chatbots and conversational AI within Amazon Connect contact flows for automated customer interactions.
• Configure and maintain Amazon Connect instances, including user profiles, routing profiles, and security profiles.
• Collect and manage all metrics for Key Performance Indicator (KPI) tracking within AWS Connect.
• Configure and maintain custom dashboards and reports using Amazon Connect and Amazon QuickSight.
• Monitor usage data via Amazon CloudWatch and provide actionable reports to supervisors.
• Set up and manage outbound voice campaigns and customer surveys, ensuring regulatory compliance.
• Design and implement integrations between AWS Connect and other systems, including CRMs, using AWS Lambda and other AWS services.
• Continuously review and optimize contact center designs to improve operational efficiency, reliability, and availability.
• Collaborate with security teams to document and implement processes ensuring compliance with security controls.
• Apply change control and configuration management processes for production environment modifications.
• Troubleshoot and resolve technical issues within the AWS Connect environment, providing timely updates.
• Implement system revisions to maintain and enhance overall contact center performance.
• Collaborate effectively with IT project managers, business analysts, security staff, and business leaders to meet project and operational goals.

Required Skills:

• Hands-on experience with Amazon Connect CCaaS, excluding general AWS infrastructure.
• Hands-on AWS CI/CD experience to deploy code and customize AWS Connect services.
• 3+ years of hands-on experience with Amazon Connect and other AWS cloud services.
• Scripting and integrating various AWS services, such as Lambda, DynamoDB, and S3, to build and enhance contact center functionalities.
• 3+ years of experience with other cloud platforms and a strong understanding of Voice over IP (VoIP), Customer Experience (CX) strategies, and system integration.
• In-depth, hands-on experience with Amazon Connect, including contact flow creation, call routing, and user management.
• Demonstrated experience configuring and utilizing Amazon Connect's native reporting and dashboard capabilities for KPI management.
• Experience with other AWS services that integrate with Amazon Connect, such as Lambda, Lex, and S3
• Knowledge of workforce optimization (Forecast Capacity Planning and Scheduling, FCS) best practices and implementation within the AWS Connect ecosystem.
• Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field, or an equivalent combination of education and experience.

Preferred Skills:

• AWS certifications, such as AWS Certified Solutions Architect or Developer, demonstrating expertise in the platform.