Hi,
Please let me know your interest in the below position.
Role: AWS Connect Specialist (CCaaS)
Location: Washington, DC
Duration: 12+ months contract
Job ID: T032 - AWS Connect Specialist - 799632
Client: State of DC, Agency: OCFO
Hybrid position and F2F required
**In-person interviews will be conducted for this REQ**
**Only submit local candidates to DMV region**
**Hybrid - candidate will be required to be on-site 3x/week**
Duties and Responsibilities:
Working closely with the Office of the Chief Financial Officer (OCFO) 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.
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.
--Regards
Kanchan Illa
CSZNet, Inc.
Direct: 202-903-0969
Email: kanchan.illa@csznet.com
