NEWPosted 3 hours ago
Job ID: JOB_ID_9097
Duties and Responsibilities:
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 the AWS 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 AWS 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 comply 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, can demonstrate expertise in the platform.
- A minimum of 3 years Hands-on experience with Amazon Connect and other AWS cloud services is essential.
- 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.
- Strong understanding of workforce optimization (Forecast Capacity planning and Scheduling, FCS), best practices and how to implement them within the AWS Connect ecosystem.
- Proven ability to work effectively with cross-functional teams, including IT project managers, business analysts, security staff, and business leaders.
- Effective communication skills for gathering requirements, providing technical explanations, and collaborating with stakeholders.
Skill | Required / Desired | Amount of Experience | You Have
- ***Hands on experience w/ Amazon Connect CCaaS, not AWS infrastructure*** | Required | |
- ***Hands on AWS CI/CD experience to deploy code and customize AWS connect services*** | Required | |
- Hands-on experience with Amazon Connect and other AWS cloud services is essential. | Required | 3 |
- Scripting and integrating various AWS services, such as Lambda, DynamoDB, and S3, to build and enhance contact center functionalities. | Required | |
- Experience with other cloud platforms and a strong understanding of Voice over IP (VoIP), Customer Experience (CX) strategies, and system integration. | Required | 3 |
- In-depth, hands-on experience with Amazon Connect, including contact flow creation, call routing, and user management. | Required | |
- Demonstrated experience configuring and utilizing Amazon Connect’s native reporting and dashboard capabilities for KPI management. | Required | |
- Experience with other AWS services that integrate with Amazon Connect, such as Lambda, Lex, and S3. | Required | |
- Workforce optimization (Forecast Capacity planning and Scheduling, FCS), best practices and how to implement them within the AWS Connect ecosystem | Required | |
- Bachelor’s degree in Computer Science, Information Technology Engineering or a related field; The equivalent combination of education and experience | Required | |
- AWS certifications, such as AWS Certified Solutions Architect or Developer, can demonstrate expertise in the platform | Required | |
Special Requirements
Hybrid, C2C, In-person interviews, Only submit local candidates to DMV region, candidate will be required to be on-site 3x/week in the near future
Compensation & Location
Salary: $0 – $0 per year
Location: Washington, DC
Recruiter / Company – Contact Information
Recruiter / Employer: Winaxis LLC
Email: ishek.dubey@winaxis.com
Recruiter Notice:
To remove this job posting, please send an email from
ishek.dubey@winaxis.com with the subject:
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