AWS Connect Specialist

The role is responsible for designing, implementing, and maintaining an AWS Connect cloud-based contact center to ensure optimal performance and alignment with business objectives.

Requirements

• Design, document, and implement dynamic contact flows in AWS Connect
• Develop and deploy chatbots and conversational AI within Amazon Connect contact flows
• Configure and maintain Amazon Connect instances, including user profiles, routing profiles, and security profiles
• Collect and manage all metrics for Key Performance Indicator (KPI) tracking within AWS Connect
• Configure and maintain custom dashboards and reports using Amazon Connect and Amazon QuickSight
• Monitor usage data via Amazon CloudWatch and provide actionable reports to supervisors
• Set up and manage outbound voice campaigns and customer surveys, ensuring regulatory compliance
• Design and implement integrations between AWS Connect and other systems, including CRMs, using AWS Lambda and other AWS services
• Continuously review and optimize contact center designs to improve operational efficiency, reliability, and availability
• Collaborate with security teams to document and implement processes ensuring compliance with security controls
• Apply change control and configuration management processes for production environment modifications
• Troubleshoot and resolve technical issues within the AWS Connect environment, providing timely updates
• Implement system revisions to maintain and enhance overall contact center performance
• Collaborate effectively with IT project managers, business analysts, security staff, and business leaders to meet project and operational goals