AWS Connect Cloud Contact Center Engineer

				Overview:

GDC IT Solutions is currently seeking an AWS Connect Cloud Contact Center Engineer to work in a hybrid capacity, with regular on-site days at the Office of the Chief Financial Officer (OCFO) in Washington, D.C. This position requires candidates to be located within commuting distance of the District and offers a collaborative environment focused on modern cloud-based contact center solution

Responsibilities:

* Design, document, and implement dynamic contact flows and call routing in Amazon Connect based on business requirements.

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

* Develop and deploy chatbots and conversational AI using Amazon Lex and integrate them into Connect contact flows.

* Implement integrations between AWS Connect and other systems-including CRMs-using AWS Lambda and other AWS services.

* Configure and maintain dashboards and reports in Amazon Connect and Amazon QuickSight for KPI tracking and performance analytics.

* Collect, validate, and manage required call center metrics to support KPI and operational reporting.

* Review and report usage and performance data using AWS CloudWatch and other Amazon Connect monitoring tools.

* Set up and manage outbound voice campaigns and customer surveys in Amazon Connect, ensuring compliance with call regulations.

* Enhance contact center efficiency, reliability, and availability through continuous design and configuration optimization.

* Collaborate with security staff to document and implement processes aligned with District, OCIO, and applicable security controls.

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

* Identify, troubleshoot, and resolve technical issues related to the AWS Connect environment, providing timely status updates.

* Implement system revisions and enhancements to maintain and improve performance.

Qualifications:

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

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

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

* Experience scripting and integrating AWS services such as Lambda, DynamoDB, and S3 to support contact center functionalities.

* Experience with Amazon Connect reporting and dashboarding for KPI management.

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

* Experience with other cloud platforms and a strong understanding of VoIP, Customer Experience (CX) strategies, and system integration.

* Strong knowledge of workforce optimization practices, including forecasting, capacity planning, and scheduling (FCS), within AWS Connect.

* Proven ability to work effectively with cross-functional teams, including project managers, analysts, security staff, and business leaders.

* Effective communication skills for requirements gathering and technical collaboration.
			

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