Job Title: AWS Connect Specialist
\nLocation: Washington, DC 20024
\nWork Model: Hybrid (on-site 3 days per week in the near future)
\nEligibility: Local DMV candidates only
\nInterview Process: In-person interview
\n \nPosition Overview
\nWe 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.
\n \nKey Responsibilities
\nDesign, configure, and maintain Amazon Connect contact flows, call routing, user profiles, routing profiles, and security profiles.
\nDevelop and deploy chatbots and conversational AI solutions using Amazon Connect and Amazon Lex.
\nConfigure reporting, dashboards, and KPI monitoring using Amazon Connect, Amazon QuickSight, and Amazon CloudWatch.
\nImplement and manage outbound voice campaigns and customer surveys.
\nIntegrate Amazon Connect with CRM platforms and other enterprise systems using AWS Lambda, DynamoDB, S3, and related services.
\nImplement AWS CI/CD processes to deploy code and customize Amazon Connect services.
\nMonitor, troubleshoot, and optimize contact center performance, reliability, and availability.
\nEnsure compliance with applicable security standards, change controls, and configuration management procedures.
\nApply workforce optimization practices, including forecasting, capacity planning, and scheduling.
\nCollaborate with project managers, business analysts, security teams, and business stakeholders to deliver effective contact center solutions.
\n \nRequired Qualifications
\nMinimum 3 years of hands-on experience with Amazon Connect and AWS cloud services.
\nStrong practical experience with Amazon Connect CCaaS; AWS infrastructure experience alone is insufficient.
\nHands-on AWS CI/CD experience for code deployment and Amazon Connect customization.
\nExperience developing contact flows, configuring call routing, and managing users.
\nExperience integrating AWS services such as Lambda, Lex, DynamoDB, and S3.
\nStrong understanding of VoIP, customer experience (CX), and system integration.
\nExperience configuring Amazon Connect reporting and dashboards for KPI management.
\nKnowledge of workforce optimization, forecasting, capacity planning, and scheduling.
\nStrong troubleshooting, communication, and stakeholder collaboration skills.
\nBachelor's degree in Computer Science, Information Technology, Engineering, or a related field, or equivalent education and professional experience.
\n \nPreferred Qualifications
\nAWS certifications, such as AWS Certified Solutions Architect or AWS Certified Developer.
\nExperience with other cloud platforms and enterprise CRM integrations.
\n \nImportant Requirements
\nCandidates must be local to the DMV region.
\nIn-person interviews are required.
\nThe role is hybrid, with on-site attendance expected three days per week in the near future.
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