Job Description:
Short Description:
AWS Connect Specialist
Complete Description :
Duties and Responsibilities:
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:
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.
2) 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 Connects cloud monitoring tools such as Amazon CloudWatch and report findings to the supervisor.
3) 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.
4) 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.
5) 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.
6) 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.
Qualifications:
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 Connects 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.
Technical Skills:
Hands-on experience with Amazon Connect and other AWS cloud services is essential.
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 Connects native reporting and dashboard capabilities for KPI management.
Experience with other AWS services that integrate with Amazon Connect such as Lambda Lex and S3.
Workforce optimization (Forecast Capacity planning and Scheduling FCS) best practices and how to implement them within the AWS Connect ecosystem.
Bachelors degree in Computer Science Information Technology Engineering or a related field; The equivalent combination of education and experience.
AWS certifications such as AWS Certified Solutions Architect or Developer can demonstrate expertise in the platform.
Flexible work from home options available.
Compensation: $81.00 - $90.00 per hour
AHU Technologies INC. is an IT consulting and permanent staffing firm that meets and exceeds the evolving IT service needs of leading corporations within the United States. We have been providing IT solutions to customers from different industry sectors helping them control costs and release internal resources to focus on strategic issues.
AHU Technologies INC. was co-founded by visionary young techno-commercial entrepreneurs who remain as our principal consultants. Maintaining working relationships with a cadre of other highly skilled independent consultants we have a growing number of resources available for development projects. We are currently working on Various projects such as media entertainment ERP Solutions data warehousing Web Applications Telecommunications and medical to our clients all over the world.
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