T032 - AWS Connect Specialist (799632)

Location

• 1101 4th St. SW, Suite 350, Washington DC 20024
• Hybrid – candidate will be required to be on‑site 3 × / week in the near future
• In‑person interviews will be conducted for this REQ – only submit local candidates to the DMV region

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

• Design and Configuration

  • Design, document, and implement contact flows using 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 (e.g., 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 complies with District, OCIO, and 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.

Education

• Engineering, or a related field, or the equivalent combination of education and successful work experience.

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 (e.g., AWS Certified Solutions Architect or Developer) – preferred.
• Minimum of 3 years hands‑on experience with Amazon Connect and other AWS cloud services.
• Experience with scripting and integrating various AWS services (Lambda, DynamoDB, S3) to build and enhance contact‑center functionalities.
• Experience with other cloud platforms and a strong understanding of 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 (e.g., Lambda, Lex, 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 (IT project managers, business analysts, security staff, business leaders).
• Effective communication skills for gathering requirements, providing technical explanations, and collaborating with stakeholders.

Required / Desired Skills

• Hands‑on experience with Amazon Connect CCaaS (not AWS infrastructure) – Required
• Hands‑on AWS CI/CD experience to deploy code and customize AWS Connect services – Required
• Hands‑on experience with Amazon Connect and other AWS cloud services – Required (minimum 3 years)
• Scripting and integrating various AWS services (Lambda, DynamoDB, S3) – Required
• Experience with other cloud platforms and strong understanding of VoIP, CX strategies, and system integration – Required
• In‑depth, hands‑on experience with Amazon Connect (contact flow creation, call routing, user management) – Required
• Experience configuring and utilizing Amazon Connect's native reporting and dashboard capabilities for KPI management – Required
• Experience with other AWS services that integrate with Amazon Connect (Lambda, Lex, S3) – Required
• Workforce optimization (forecast capacity planning and scheduling, FCS) best practices implementation – Required
• Bachelor's degree in Computer Science, Information Technology, Engineering, or related field – Required
• AWS certifications (e.g., AWS Certified Solutions Architect or Developer) – Highly desired