Amazon Connect Contact Center Engineer Jobs (NOW HIRING)

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.