AWS Connect Specialist

Career Portal
Washington, DC
Category Engineering
Job Description
AWS Connect Specialist job responsible for designing and configuring contact flows, implementing chatbots and conversational AI, and managing metrics and reporting. Required skills include experience with AWS Connect, Amazon QuickSight, and cloud monitoring tools.

Requirements

  • Experience with AWS Connect, Amazon QuickSight, and cloud monitoring tools
  • Design, document, and implement contact flows using the AWS Connect
  • Configure and maintain Amazon Connect instances, user profiles, routing profiles, and security profiles
  • 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 Connect's cloud monitoring tools, such as Amazon CloudWatch, and report findings to the supervisor
  • Set up and manage outbound voice campaigns and customer surveys using Amazon Connect Outbound Campaigns and Contact Flows
  • 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

Benefits

  • Full benefits (Medical, Dental, Vision)
  • 401(k) plan
  • Competitive compensation
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