AWS Connect Engineer

• Network Fail Over and Redundancy – As Part of ACGR Implementation • Continue to build out service features to support disaster recovery such as Q n A BOTS and the IVR • Test swappable agents between AWS East and AWS West and test West at scale • Develop strategy as to what applications are needed in disaster recovery, i.e., Quick sight • AWS Connect System Efficiency and Performance Status • Call routing by split tunneling versus proxy routing • Redesign the Q n A BOT interface to address security concerns • Operata and cloud watch software available to user community along with any alert features (limits based on need) • Clean up AWS workflows and BOTs to improve the speed in which callers receive treatment and reduce any unnecessary billable seconds on the platform • Clean up of DEV and PROD environments including s3 buckets and test Lambdas • Assist in optimizing Operata as a monitoring tool • AWS Enhancement • User training on the Connect Console (view users, change FAQs for the BOTS, change IVR call flows) • Admin interface for ACGR • Auto Provisioning users: Enable SCIM • Enable managing users in Connect through active directory, when a user is put in the right active directory group, they get auto provisioned in Amazon Connect • Tie the SAM process directly to Connect so when a SAM ticket is created and approved the user is auto created in Connect • Change management process to address minor changes to messages and call flows to software update and SSA network configurations that can impact connect • AWS data migration to the EDW • Enterprise Implementation – AWS Connect Expansion and Integration with Virtual PBX Systems • Lead/assist in building the architecture and strategy for utilizing AWS Connect for services to include Regional and Field Offices • Assist in configuring and testing integration with a virtual PBX system (i.e. Avaya or Ribbon) • IVR Development and Dashboards • Review new architecture and assist in migrating the IVR Workflows based on the new architecture • Design and provide guidance/recommendations for IVR Workflows specific to the Regional and Field Office requirements • Provide guidance in effectively building dashboards on the performance and KPIs for the overall AWS Connect performance Qualifications: • Proven experience in designing, implementing, and managing Amazon Connect contact center solutions • In-depth knowledge of AWS services related to Amazon Connect, such as AWS Lambda, Amazon Lex, Amazon Kinesis, and Amazon QuickSight • Proficiency in scripting languages (e.g., Python, Node.js) and Infrastructure as Code tools (e.g., AWS CloudFormation, Terraform) • Experience with contact center technologies, including interactive voice response (IVR) systems, automatic call distributors (ACDs), and computer-telephony integration (CTI) • Strong understanding of networking concepts, including VPNs, routing, and security groups • Familiarity with monitoring and observability tools (e.g., Amazon CloudWatch, AWS X-Ray, AWS CloudTrail) • Excellent problem-solving, analytical, and troubleshooting skills • Strong communication and collaboration skills to work effectively with cross-functional teams • Desire to continuously learn and stay updated with the latest AWS services and best practices Certifications (preferred): • AWS Certified Solutions Architect - Professional AWS Certified DevOps Engineer - Professional