AWS Connect Specialist 100% Remote
About the Role
We are looking for an AWS Connect Specialist to design, implement, and maintain the AWS Connect cloud-based contact center.
The successful candidate will work on optimizing and enhancing contact center functionalities using various AWS services.
This is a hybrid position requiring on-site presence 3 times a week in the DMV area.
Responsibilities
Design, document, and implement contact flows using AWS Connect to ensure optimal and dynamic call routing.
Utilize Amazon Connect to develop and deploy chatbots and conversational AI for automated customer interactions.
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.
Configure and maintain custom dashboards and reports in Amazon Connect and Amazon QuickSight for business units to monitor team performance.
Set up and manage outbound voice campaigns and customer surveys using Amazon Connect Outbound Campaigns and Contact Flows.
Design and implement integrations between AWS Connect and other systems, including CRMs, using AWS Lambda and other AWS services.
Required Qualifications
Hands-on experience with Amazon Connect and other AWS cloud services (3+ years).
Experience with scripting and integrating various AWS services, such as Lambda, DynamoDB, and S3.
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, Information Technology Engineering, or a related field.
Preferred Qualifications
AWS certifications, such as AWS Certified Solutions Architect or Developer.
Required Skills & Technologies
Primary Skills
Amazon Connect
AWS Lambda
DynamoDB
S3
VoIP
AWS Services
Secondary Skills
Scripting
Python
Java
Linux
CloudWatch
QuickSight
CRM
Lex