AWS Connect Specialist

Tasks

• Design, implement, and maintain the AWS Connect cloud-based contact center, ensuring optimal performance and alignment with business objectives.
• 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.
• Ensure all metrics required for Key Performance Indicator (KPI) management are collected and available within AWS Connect.

Requirements

• Need only local candidates
• Hands on experience w/ Amazon Connect CCaaS, not AWS infrastructure***
• Hands on AWS CI/CD experience to deploy code and customize AWS connect services***
• Hands-on experience with Amazon Connect and other AWS cloud services is essential.
• Scripting and integrating various AWS services, such as Lambda, DynamoDB, and S3, to build and enhance contact center functionalities.
• 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.
• Workforce optimization (Forecast Capacity planning and Scheduling, FCS), best practices and how to implement them within the AWS Connect ecosystem.
• Bachelor's degree in Computer Science, Informati

Schedule

• Long-Term
• Hybrid

How to apply

• In-person interview

Location

• Washington, DC