Amazon Connect Engineer

Largeton Group • Contract • Washington, DC, US • 1w ago

Job Summary For Amazon Connect Engineer

Design & Implement Contact Flows:
Create and optimize contact flows in AWS Connect for effective call routing.
Build chatbots and automated customer interaction solutions.
Manage user accounts, routing profiles, and security settings.
Metrics, Reporting & Monitoring:
Ensure accurate capture of all key performance indicators (KPIs) within AWS Connect.
Develop dashboards and reports using AWS Connect and Amazon QuickSight.
Monitor system health and performance through AWS CloudWatch.
Campaign & Survey Management:
Manage outbound call campaigns and customer surveys.
Ensure compliance with all outbound calling rules and regulations.
Integration & System Optimization:
Integrate AWS Connect with other systems (such as CRM) using AWS Lambda and related services.
Continuously optimize system performance and efficiency.
Security & Compliance:
Adhere to security best practices and compliance standards.
Implement change management processes for system updates.
Support & Troubleshooting:
Identify, troubleshoot, and resolve system issues.
Apply updates and fixes to improve system reliability and performance.
Required Skills & Experience:
Minimum 3 years hands-on experience with AWS Connect (CCaaS, not infrastructure).
Proficient with AWS CI/CD for deployment and customization.
Experience with AWS services: Lambda, DynamoDB, S3, Lex.
Knowledge of VoIP, CX strategies, and system integration.
Experience with contact flow creation, routing, user management, dashboard, and KPI reporting.
Familiarity with workforce planning and optimization (FCS).
Strong communication and teamwork abilities.
Education:
Bachelor’s degree in Engineering, IT, Computer Science, or related field.
Preferred Qualifications:
AWS certifications such as AWS Certified Solutions Architect or Developer (highly desired).
Experience with workforce optimization best practices within AWS Connect.
Work Environment:
Hybrid in Washington, DC (on-site 3 days per week expected soon).
In-person interview process.
Local candidates to the DMV region only.

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