AWS Connect Specialist

Job ID: z5G7h3l6a1kMvyS65NP3czLLCFmFPtks-q4M9s2VPVQ=Job Code: ATS #54945Location: Washington, DC, United StatesTitle: AWS Connect SpecialistLocation: Washington, DCDuties and ResponsibilitiesCollaborate with OCFO and government stakeholders to understand business needs and translate them into scalable Amazon Connect solutions.Design, configure, and maintain Amazon Connect environments, including contact flows, routing profiles, queues, and user management.Implement automation and customization using AWS services such as Lambda, DynamoDB, S3, CloudFormation, API Gateway, and others as needed.Develop and maintain AWS CI/CD pipelines to support the deployment of code, integrations, and configuration changes in Amazon Connect.Configure and optimize Amazon Connect’s native reporting, dashboards, and real-time metrics for KPI and performance management.Integrate Amazon Connect with third-party applications, CRMs, and enterprise systems to support advanced contact center features.Monitor system performance, conduct troubleshooting, and optimize for availability, latency, and cost.Ensure compliance with District IT policies, security protocols, and documentation standards.Provide technical guidance, best practices, and training to internal teams and stakeholders.Required QualificationsMinimum 3 years of hands-on experience working directly with Amazon Connect (Contact Flow creation, call routing, queue management, user setup, analytics).Demonstrated hands-on experience with Amazon Connect CCaaS (not general AWS infrastructure experience).Hands-on experience developing and managing AWS CI/CD pipelines to deploy and customize Amazon Connect services.Strong scripting/integration experience using AWS Lambda, DynamoDB, S3, and other AWS services.Experience with VoIP, telephony, and Customer Experience (CX) strategies.Experience integrating Amazon Connect with external applications and APIs.Strong understanding of cloud-based contact center concepts and system integration.Preferred QualificationsAWS certifications such as:AWS Certified Solutions ArchitectAWS Certified Developer
(or other relevant AWS certifications)Experience working with other cloud platforms (Azure, Google Cloud) is a plus.Familiarity with reporting and analytics within Amazon Connect for KPI management.EducationBachelor’s degree in Engineering, Computer Science, Information Technology, or a related field;
ORan equivalent combination of education and proven professional experience.