AWS Connect Specialist

Job Description

Duties and Responsibilities:

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The successful candidate will design, implement, and maintain the AWS Connect cloud-based contact center, ensuring optimal performance and alignment with business objectives.

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Key Responsibilities:

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1) Design and Configuration:

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a) Design, document, and implement contact flows using the AWS Connect to ensure optimal and dynamic call routing

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based on business requirements.

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b) Utilize Amazon Connect to develop and deploy chatbots and conversational AI for automated customer interactions

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within Connect contact flows.

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c) Configure and maintain Amazon Connect instances, user profiles, routing profiles, and security profiles.

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2) Metrics and Reporting:

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a) Ensure all metrics required for Key Performance Indicator (KPI) management are collected and available within AWS Connect.

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b) Configure and maintain custom dashboards and reports in Amazon Connect and Amazon QuickSight for business units to monitor team performance.

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c) Regularly review usage data from Amazon Connect's cloud monitoring tools, such as Amazon CloudWatch, and report findings to the supervisor.

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3) Outbound Campaigns and Surveys:

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a) Set up and manage outbound voice campaigns and customer surveys using Amazon Connect Outbound Campaigns and Contact Flows.

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b) Ensure campaigns comply with relevant regulations, including managing caller ID settings, call times, and contact attempts.

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4) Integration and Optimization:

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a) Design and implement integrations between AWS Connect and other systems, including CRMs, using AWS Lambda and other AWS services.

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b) Continuously review and enhance designs based on feedback to improve operational efficiency, reliability, and availability of the contact center.

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5) Security and Compliance:

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a) Collaborate with security staff and supervisors to document and implement processes and procedures that ensure AWS Connect comply with current policy, and relevant security controls.

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b) Apply appropriate change control and configuration management processes for all modifications to the production environment.

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6) Troubleshooting and Support:

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a) Identify and resolve technical issues related to the AWS Connect environment, providing timely updates to the supervisor.

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b) Implement system revisions to maintain and improve overall performance.

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Education:

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Engineering, or a related field or The equivalent combination of

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education and successful work experience

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Qualifications:

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• Amazon Connect CCaaS Hands on experience, not AWS infrastructure.

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• Hands on AWS CI/CD experienceto deploy code and customize AWS connect services.

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• AWS certifications, such as AWS Certified Solutions Architect or Developer, can demonstrate expertise in the platform. (Preferred)

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• A minimum of 3 years Hands-on experience with Amazon Connect and other AWS cloud services is essential.

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• Experience with scripting and integrating various AWS services, such as Lambda, DynamoDB, and S3, to build and enhance contact center functionalities.

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• Experience with other cloud platforms and a strong understanding of Voice over IP (VoIP), Customer Experience (CX) strategies, and system integration.

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• In-depth, hands-on experience with Amazon Connect, including contact flow creation, call routing, and user management.

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• Demonstrated experience configuring and utilizing Amazon Connect's native reporting and dashboard capabilities for KPI management.

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• Experience with other AWS services that integrate with Amazon Connect, such as Lambda, Lex, and S3.

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• Strong understanding of workforce optimization (Forecast Capacity planning and Scheduling, FCS), best practices and how to implement them within the AWS Connect ecosystem.

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• Proven ability to work effectively with cross-functional teams, including IT project managers, business analysts, security staff, and business leaders.

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• Effective communication skills for gathering requirements, providing technical explanations, and collaborating with stakeholders.