AWS Connect Specialist

Job Title: AWS Connect Specialist

Location: Washington, DC 20024

Work Model: Hybrid (on-site 3 days per week in the near future)

Eligibility: Local DMV candidates only

Interview Process: In-person interview

Position Overview

We are seeking an experienced AWS Connect Specialist with strong hands-on expertise in Amazon Connect CCaaS to design, configure, integrate, and maintain cloud-based contact center solutions. The ideal candidate will have practical experience with Amazon Connect, AWS CI/CD pipelines, contact flow development, reporting, and integration with other AWS services.

Key Responsibilities

Design, configure, and maintain Amazon Connect contact flows, call routing, user profiles, routing profiles, and security profiles.

Develop and deploy chatbots and conversational AI solutions using Amazon Connect and Amazon Lex.

Configure reporting, dashboards, and KPI monitoring using Amazon Connect, Amazon QuickSight, and Amazon CloudWatch.

Implement and manage outbound voice campaigns and customer surveys.

Integrate Amazon Connect with CRM platforms and other enterprise systems using AWS Lambda, DynamoDB, S3, and related services.

Implement AWS CI/CD processes to deploy code and customize Amazon Connect services.

Monitor, troubleshoot, and optimize contact center performance, reliability, and availability.

Ensure compliance with applicable security standards, change controls, and configuration management procedures.

Apply workforce optimization practices, including forecasting, capacity planning, and scheduling.

Collaborate with project managers, business analysts, security teams, and business stakeholders to deliver effective contact center solutions.

Required Qualifications

Minimum 3 years of hands-on experience with Amazon Connect and AWS cloud services.

Strong practical experience with Amazon Connect CCaaS; AWS infrastructure experience alone is insufficient.

Hands-on AWS CI/CD experience for code deployment and Amazon Connect customization.

Experience developing contact flows, configuring call routing, and managing users.

Experience integrating AWS services such as Lambda, Lex, DynamoDB, and S3.

Strong understanding of VoIP, customer experience (CX), and system integration.

Experience configuring Amazon Connect reporting and dashboards for KPI management.

Knowledge of workforce optimization, forecasting, capacity planning, and scheduling.

Strong troubleshooting, communication, and stakeholder collaboration skills.

Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field, or equivalent education and professional experience.

Preferred Qualifications

AWS certifications, such as AWS Certified Solutions Architect or AWS Certified Developer.

Experience with other cloud platforms and enterprise CRM integrations.

Important Requirements

Candidates must be local to the DMV region.

In-person interviews are required.

The role is hybrid, with on-site attendance expected three days per week in the near future.