NEWPosted 3 hours ago

Job ID: JOB_ID_9197

Job Overview:

We are seeking a skilled AWS Connect Specialist to join the DC Office of the Chief Financial Officer (OCFO) and other District government stakeholders. The successful candidate will be responsible for designing, implementing, and maintaining the AWS Connect cloud-based contact center, ensuring optimal performance and alignment with business objectives. This is a hybrid role requiring 3 days per week on-site in Washington, DC.

Key Responsibilities:

  • Design and Configuration: Design, document, and implement contact flows using AWS Connect for optimal and dynamic call routing based on business requirements. Develop and deploy chatbots and conversational AI within Connect contact flows. Configure and maintain Amazon Connect instances, user profiles, routing profiles, and security profiles.
  • Metrics and Reporting: Ensure all required Key Performance Indicator (KPI) metrics 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.
  • 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. Implement system revisions to maintain and improve overall performance.

Education and Qualifications:

  • Engineering, or a related field, or the equivalent combination of education and successful work experience.
  • Hands-on experience with Amazon Connect CCaaS (Contact Center as a Service), not just AWS infrastructure.
  • Hands-on AWS CI/CD experience to deploy code and customize AWS Connect services.
  • A minimum of 3 years of 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.
  • AWS certifications, such as AWS Certified Solutions Architect or Developer, are a plus.

Special Requirements

In-person interviews. Only submit local candidates to DMV region. Hybrid – candidate will be required to be on-site 3x/week in the near future.

Compensation & Location

Salary: $70,000 – $120,000 per year

Location: Washington, DC

Recruiter / Company – Contact Information

Recruiter / Employer: DC Office of the Chief Financial Officer

Email: ul.raghav@winaxis.com

Interested in this position?
Apply via Email

Recruiter Notice:
To remove this job posting, please send an email from
ul.raghav@winaxis.com with the subject:

DELETE_JOB_ID_9197

to delete@join-this.com.