AWS Connect Specialist

Qualifications: • Amazon Connect CCaaS Hands on experience, not AWS infrastructure. • Hands on AWS CI/CD experience to deploy code and customize AWS connect services. • AWS certifications, such as AWS Certified Solutions Architect or Developer, can demonstrate expertise in the platform. (Preferred) • A minimum of 3 years Hands-on experience with Amazon Connect and other AWS cloud services is essential. • Experience with scripting and integrating various AWS services, such as Lambda, DynamoDB, and S3, to build and enhance contact center functionalities. • Experience with other cloud platforms and a strong understanding of Voice over IP (VoIP), Customer Experience (CX) strategies, and system integration. • In-depth, hands-on experience with Amazon Connect, including contact flow creation, call routing, and user management. • Demonstrated experience configuring and utilizing Amazon Connect's native reporting and dashboard capabilities for KPI management. • Experience with other AWS services that integrate with Amazon Connect, such as Lambda, Lex, and S3. • Strong understanding of workforce optimization (Forecast Capacity planning and Scheduling, FCS), best practices and how to implement them within the AWS Connect ecosystem. • Proven ability to work effectively with cross-functional teams, including IT project managers, business analysts, security staff, and business leaders. • Effective communication skills for gathering requirements, providing technical explanations, and collaborating with stakeholders. • In-person interviews will be conducted for this role • Prefer DMV based candidates as the role is Hybrid - the candidate will be required to be on-site 3x/week