Job Description:

Short Description:

AWS Connect Specialist

Complete Description:

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 experience to 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 with Amazon Connect CCaaS, not AWS infrastructure — Required
• Hands-on AWS CI/CD experience to deploy code and customize Amazon Connect services — Required
• Hands-on experience with Amazon Connect and other AWS cloud services — Required 3 Years
• Scripting and integrating AWS services, such as Lambda, DynamoDB, and S3, to build and enhance contact center functionalities — Required
• Experience with other cloud platforms, 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
• Experience configuring Amazon Connect native reporting and dashboards for KPI management — Required
• Experience with AWS services integrated with Amazon Connect, such as Lambda, Lex, and S3 — Required
• Knowledge of Workforce Optimization (WFO), Forecasting, Capacity Planning, and Scheduling (FCS) best practices within AWS Connect — Required
• Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field, or equivalent combination of education and experience — Required
• AWS certifications, such as AWS Certified Solutions Architect or AWS Certified Developer — Required

Flexible work from home options available.