Amazon Connect Engineer

Job Description:

Short Description:

AWS Connect Specialist

Complete Description:

Employment type: Contract w2/1099/C2C

Duties and Responsibilities:

Working closely with the Client 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:

1. 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.

2. 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.

3. 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.

4. 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.
5. 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.
6. 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.

Education:

· Engineering, or a related field or the equivalent combination of education and successful work experience

Qualifications:

· Amazon Connect CCaaS Hands on experience, not AWS infrastructure. · Hands on AWS CI/CD experienceto deploy code and customize AWS connect services. · AWS certifications, such as AWS Certified Solutions Architect or Developer, can demonstrate expertise in the platform. (Preferred) · A minimum of 3 years Hands-on experience with Amazon Connect and other AWS cloud services is essential. · Experience with 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. · Strong understanding of workforce optimization (Forecast Capacity planning and Scheduling, FCS), best practices and how to implement them within the AWS Connect ecosystem. · 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.

Skills:

· 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 3 Years · 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 3 Years · 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 · AWS certifications, such as AWS Certified Solutions Architect or Developer, can demonstrate expertise in the platform. Highly desired

Flexible work from home options available.