- Company Name
- Doyensys Inc
- Job Title
- AWS Connect Specialist
- Job Description
-
**Job title:**
AWS Connect Specialist
**Role Summary:**
Design, implement, and optimize an AWS Connect-based contact center. Deliver efficient call routing, integrate chatbots, manage performance dashboards, and ensure secure, high‑performing operations aligned with business goals.
**Expactations:**
- Deploy and maintain Amazon Connect instances, routing, and security profiles.
- Create dynamic contact flows and conversational AI.
- Monitor and report KPIs using native and QuickSight dashboards.
- Integrate AWS services (Lambda, Lex, DynamoDB, S3) and external systems.
- Execute outbound campaigns and surveys within regulatory constraints.
- Apply change control, configuration management, and security best practices.
- Troubleshoot issues and continuously refine performance.
**Key Responsibilities:**
- Design, document, and implement contact flows for efficient call routing.
- Develop and deploy chatbots and AI interactions within AWS Connect.
- Configure and maintain user, routing, and security profiles.
- Collect metrics, create dashboards, and report KPI status.
- Review CloudWatch data, communicate findings, and recommend improvements.
- Set up outbound voice campaigns and customer surveys, ensuring compliance.
- Design and implement integrations via Lambda and other AWS services.
- Apply change control and configuration management for production changes.
- Troubleshoot technical issues, document resolutions, and apply system enhancements.
**Required Skills:**
- ≥3 years hands‑on experience with Amazon Connect and related AWS services.
- Proficiency in scripting and integrating AWS services (Lambda, DynamoDB, S3).
- Experience with VoIP, CX strategies, and system integration.
- Expertise in contact flow creation, call routing, and user management.
- Knowledge of native Amazon Connect reporting, dashboards, and KPI management.
- Experience with workforce optimization (forecast capacity planning, scheduling).
- Strong troubleshooting and documentation abilities.
**Required Education & Certifications:**
- Bachelor’s degree in Computer Science, Information Technology, Engineering, or related field (or equivalent experience).
- Preferably holds AWS certifications (Solutions Architect, Developer, etc.).
Washington dc-baltimore, United states
On site
Junior
19-11-2025