Collaboredge Inc · 16 hours ago
T032 - AWS Connect Specialist
Washington, DC 20003
Full-time
Hybrid
Mid Level
$87/hr - $96/hr
3+ years expCollaboredge Inc is seeking an AWS Connect Specialist to work closely with the Office of the Chief Financial Officer and other stakeholders. The successful candidate will design, implement, and maintain the AWS Connect cloud-based contact center, ensuring optimal performance and alignment with business objectives.
Information Services
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 Quick Sight for business units to monitor team performance
Regularly review usage data from Amazon Connects 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
Qualification
Required
Amazon Connect CCaaS Hands on experience, not AWS infrastructure
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
Company
Collaboredge Inc
Collaboredge Inc.
11-50 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase