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.