Networking For Future (NFF) · 11 hours ago
Senior AWS Connect Specialist
US-DC-Washington
Full-time
Onsite
Mid, Senior Level
3+ years expNetworking For Future (NFF) is a technology services and solutions provider specializing in next-generation IT infrastructure. They are seeking a Senior AWS Connect Specialist to design, implement, and maintain the AWS Connect cloud-based contact center, ensuring optimal performance and alignment with business objectives.
ComputerCyber SecurityInformation Technology
Responsibilities
The successful candidate will design, implement, and maintain the AWS Connect cloud-based contact center, ensuring optimal performance and alignment with business objectives
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
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
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
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
Security and Compliance:
Collaborate with security staff and supervisors to document and implement processes and procedures that ensure AWS Connect comply with relevant security controls
Apply appropriate change control and configuration management processes for all modifications to the production environment
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
Qualification
Required
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
Preferred
AWS certifications, such as AWS Certified Solutions Architect or Developer, can demonstrate expertise in the platform
Benefits
Medical, Dental and Vision, Health Savings Account, Flexible Spending Account
STD, LTD, Supplemental life insurance and ADD&D
Comprehensive 401k plan
Paid Time Off
Company
Networking For Future (NFF)
Since 1996, Networking For Future, Inc. (NFF) has been engineering the backbone of mission-critical systems for government and enterprise clients.
51-200 employees
H1B Sponsorship
Networking For Future (NFF) has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2024 (1)
2022 (1)
2021 (1)
Funding
Current Stage
Growth StageLeadership Team
Alan Edwards
Chief Information Security Officer
Recent News
GlobeNewswire
2024-12-28
2022-09-24
Company data provided by crunchbase