AWS Connect Specialist (Hybrid, Washington, DC)

The DC Office of the Chief Financial Officer (OCFO) is hiring an AWS Connect Specialist to design, implement, and maintain its Amazon Connect cloud-based contact center. The role covers contact flow design and dynamic call routing, chatbots and conversational AI, KPI dashboards and reporting in Amazon Connect and QuickSight, outbound voice campaigns and surveys, and integrations with CRMs and other systems through AWS Lambda. This is a hybrid role in Washington, DC for DMV-area candidates, with in-person interviews., * Design, document, and implement contact flows in AWS Connect for optimal and dynamic call routing based on business requirements

• Develop and deploy chatbots and conversational AI for automated customer interactions within Connect contact flows
• Configure and maintain Amazon Connect instances, user profiles, routing profiles, and security profiles
• Ensure all KPI metrics are collected and available in AWS Connect; build and maintain custom dashboards and reports in Amazon Connect and Amazon QuickSight
• Review usage data from Amazon CloudWatch and other cloud monitoring tools and report findings
• Set up and manage outbound voice campaigns and customer surveys, ensuring compliance with caller ID, call time, and contact attempt regulations
• Design and implement integrations between AWS Connect and other systems, including CRMs, using AWS Lambda and other AWS services
• Document and implement processes that keep AWS Connect compliant with District, OCIO, and relevant security controls; apply change control and configuration management
• Identify and resolve technical issues in the AWS Connect environment and implement system revisions to improve performance

• Bachelor’s degree in Computer Science, Information Technology, Engineering or a related field, or the equivalent combination of education and successful work experience
• Hands-on Amazon Connect CCaaS experience, not AWS infrastructure
• Hands-on AWS CI/CD experience to deploy code and customize AWS Connect services
• Minimum 3 years hands-on experience with Amazon Connect and other AWS cloud services
• Experience scripting and integrating AWS services such as Lambda, DynamoDB, and S3 to build and enhance contact center functionality
• Experience with other cloud platforms and a strong understanding of Voice over IP (VoIP), Customer Experience (CX) strategies, and system integration
• Strong understanding of workforce optimization (Forecast Capacity planning and Scheduling, FCS) and how to implement it within the AWS Connect ecosystem
• AWS certifications such as AWS Certified Solutions Architect or Developer (preferred)
• Able to work hybrid in Washington, DC, attend an in-person interview, and sign an NDA, * Amazon Connect CCaaS: contact flow creation, call routing, user management, instance and profile configuration
• Amazon Connect native reporting and dashboard capabilities for KPI management; Amazon QuickSight; Amazon CloudWatch
• AWS CI/CD for deploying code and customizing AWS Connect services
• AWS service integration and scripting: Lambda, Lex, DynamoDB, S3
• Outbound campaigns and customer surveys within Amazon Connect
• Workforce optimization (Forecast Capacity planning and Scheduling, FCS)
• VoIP, Customer Experience (CX) strategy, and system integration; other cloud platforms
• Software / platforms: Amazon Connect, Amazon Lex, AWS Lambda, DynamoDB, S3, Amazon QuickSight, Amazon CloudWatch