AWS Connect Specialist (Hybrid, Washington, DC)
Tecknomic · Washington, District of Columbia, United States
FULL TIMEpermanent
Job Description
The DC Office of the Chief Financial Officer (OCFO) is hiring an AWS Connect Specialist to design, implement, and maintain its Amazon Connect cloud-based contact center. The role covers contact flow design and dynamic call routing, chatbots and conversational AI, KPI dashboards and reporting in Amazon Connect and QuickSight, outbound voice campaigns and surveys, and integrations with CRMs and other systems through AWS Lambda. This is a hybrid role in Washington, DC for DMV-area candidates, moving to 3 days per week on-site in the near future, with in-person interviews.
Read on to fully understand what this job requires in terms of skills and experience If you are a good match, make an application.
What you'll doDesign, document, and implement contact flows in AWS Connect for optimal and dynamic call routingDevelop and deploy chatbots and conversational AI for automated customer interactions within Connect contact flowsConfigure and maintain Amazon Connect instances, user profiles, routing profiles, and security profilesBuild and maintain KPI dashboards and reports in Amazon Connect and Amazon QuickSight; review CloudWatch usage dataSet up and manage outbound voice campaigns and customer surveys within regulatory requirementsDesign and implement integrations between AWS Connect and other systems, including CRMs, using AWS LambdaKeep AWS Connect compliant with District, OCIO, and relevant security controls; apply change control and configuration management
What you needHands-on Amazon Connect CCaaS experience, not AWS infrastructureHands-on AWS CI/CD experience to deploy code and customize AWS Connect servicesMinimum 3 years hands-on with Amazon Connect and other AWS cloud xzbcwsv servicesScripting and integrating AWS services such as Lambda, DynamoDB, and S3 for contact center functionalityOther cloud platforms plus a strong understanding of VoIP, Customer Experience (CX) strategies, and system integrationWorkforce optimization (Forecast Capacity planning and Scheduling, FCS) within the AWS Connect ecosystemBachelor's in Computer Science, IT, Engineering or related, or equivalent experience; AWS certifications preferred
Remote working/work at home options are available for this role.
Read on to fully understand what this job requires in terms of skills and experience If you are a good match, make an application.
What you'll doDesign, document, and implement contact flows in AWS Connect for optimal and dynamic call routingDevelop and deploy chatbots and conversational AI for automated customer interactions within Connect contact flowsConfigure and maintain Amazon Connect instances, user profiles, routing profiles, and security profilesBuild and maintain KPI dashboards and reports in Amazon Connect and Amazon QuickSight; review CloudWatch usage dataSet up and manage outbound voice campaigns and customer surveys within regulatory requirementsDesign and implement integrations between AWS Connect and other systems, including CRMs, using AWS LambdaKeep AWS Connect compliant with District, OCIO, and relevant security controls; apply change control and configuration management
What you needHands-on Amazon Connect CCaaS experience, not AWS infrastructureHands-on AWS CI/CD experience to deploy code and customize AWS Connect servicesMinimum 3 years hands-on with Amazon Connect and other AWS cloud xzbcwsv servicesScripting and integrating AWS services such as Lambda, DynamoDB, and S3 for contact center functionalityOther cloud platforms plus a strong understanding of VoIP, Customer Experience (CX) strategies, and system integrationWorkforce optimization (Forecast Capacity planning and Scheduling, FCS) within the AWS Connect ecosystemBachelor's in Computer Science, IT, Engineering or related, or equivalent experience; AWS certifications preferred
Remote working/work at home options are available for this role.
Details
| Company | Tecknomic |
| Location | Washington, District of Columbia, United States |
| Type | FULL TIME |
| Niche | general |
| Experience | permanent |