AWS Connect Specialist - Gointellects Inc.

AWS Connect Specialist-Long-Term Contract (Government) Position Title: AWS Connect Specialist

Worksite Address: Washington, DC

Interviews: In Person Job Description:

Short Description : T032 - AWS Connect Specialist In-person interviews will be conducted for this REQ Only submit local candidates to DMV region Hybrid - candidate will be required to be on-site 3x/week in the near future

Complete Description : Duties and Responsibilities:

Working closely with the client 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:

1) Design and Configuration:

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

based on business requirements.

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

within Connect contact flows.

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

2) Metrics and Reporting:

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

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

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

3) Outbound Campaigns and Surveys:

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

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

4) Integration and Optimization:

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

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

5) Security and Compliance:

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

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

6) Troubleshooting and Support:

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

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

Education: