AWS Connect Specialist

Location : Washington, DC

Position Type :   Hybrid

Hybrid Schedule : 3 days onsite

Contract Length : 9 months + possible extensions

Position Overview :

This role is responsible for designing, implementing, and optimizing an AWS Connect cloud-based contact center that supports high-quality customer interactions and operational efficiency. The position ensures the platform is fully integrated, secure, high-performing, and aligned with evolving business needs.

Duties :

Design, document, and implement contact flows in AWS Connect to deliver efficient and dynamic call routing.

Develop and deploy chatbots and conversational AI within AWS Connect contact flows.

Configure and maintain Amazon Connect instances, user profiles, routing profiles, and security profiles.

Collect and validate all metrics required for KPI monitoring within AWS Connect.

Configure and maintain custom dashboards and reports in Amazon Connect and Amazon QuickSight to support performance tracking.

Review Amazon CloudWatch usage data and communicate findings to leadership.

Set up and manage outbound voice campaigns and customer surveys using Amazon Connect Outbound Campaigns and Contact Flows.

Ensure outbound campaigns follow all applicable regulations regarding caller ID, timing, and contact attempts.

Design and implement integrations between AWS Connect and other systems using AWS Lambda and related AWS services.

Continuously refine designs and configurations to improve efficiency, reliability, and availability.

Document and implement processes that ensure AWS Connect meets required security controls.

Apply proper change control and configuration management for all production environment updates.

Troubleshoot and resolve technical issues within the AWS Connect environment, providing timely updates.

Implement system revisions to maintain and enhance overall contact center performance.

Required Skills :

3 years of hands-on experience with Amazon Connect and other AWS cloud services.

3 years of experience scripting and integrating AWS services such as Lambda, DynamoDB, and S3 to enhance contact center functionality.

3 years of experience with other cloud platforms and a strong understanding of VoIP, CX strategies, and system integration.

In-depth, hands-on experience with Amazon Connect, including contact flow creation, call routing, and user management.

Experience configuring and utilizing Amazon Connect’s native reporting and dashboard capabilities for KPI management.

Experience with AWS services that integrate with Amazon Connect, including Lambda, Lex, and S3.

Experience with workforce optimization (Forecast Capacity Planning and Scheduling, FCS) and implementing best practices within the AWS Connect ecosystem.

Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field—or an equivalent combination of education and experience.

Preferred Skills :

AWS certifications such as AWS Certified Solutions Architect or AWS Developer.