5+years AWS Connect Specialist (In person interview)

Role: AWS Connect Specialist Client DC Government Location: Washington, DC (Inperson interview) Job Description 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 Amazon 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 Amazon 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 such as 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 such as 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, 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. #J-18808-Ljbffr GoIntellects Inc.