Job Description:
Short Description:
AWS Connect Specialist
Complete Description:
Duties and Responsibilities: 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:
· 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.
· 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.
· 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.
· 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.
· 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.
· 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:
· AWS certifications, such as AWS Certified Solutions Architect or Developer, can demonstrate expertise in the platform.
· 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.
Technical Skills:
· Hands-on experience with Amazon Connect and other AWS cloud services is essential.
· 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.
· 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; The equivalent combination of education and experience.
· AWS certifications, such as AWS Certified Solutions Architect or Developer, can demonstrate expertise in the platform.
Flexible work from home options available.