Senior AWS Connect Specialist

Networking For Future (NFF)

. Design, document, and implement AWS Connect contact flows for dynamic call routing .

Posted 10/22/2026full-timeUnited StatesSenior💰 $145,000 - $155,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in designing and implementing AWS Connect solutions, including contact flows, chatbots, and integrations with AWS services. Proficient in managing and optimizing customer experience strategies and KPI reporting within cloud environments.

Highest-signal resume keywords

Amazon Connect CCaaS ExperienceAWS CI/CD ExperienceScripting and Integrating AWS ServicesVoice Over IP (VoIP) UnderstandingAWS Certifications

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

AWS ConnectAWS LambdaDynamoDBS3Contact Flow CreationCall RoutingUser ManagementKPI ManagementWorkforce OptimizationCloud Monitoring

Soft Skills

CollaborationTroubleshootingChange ControlConfiguration Management

Tools & Technologies

Amazon QuickSightAmazon CloudWatchAWS ServicesOutbound Campaigns

Certifications & Qualifications

AWS Certified Solutions ArchitectAWS Certified Developer

Industry Keywords

Customer Experience (CX)Contact Center EfficiencyRegulatory ComplianceForecast Capacity PlanningScheduling Best Practices

Tech Stack

Tools & technologies

AWSCloudDynamoDBVoIP

About the role

Key responsibilities & impact

Design, document, and implement AWS Connect contact flows for dynamic call routing
Develop and deploy chatbots and conversational AI using Amazon Connect
Configure and maintain Amazon Connect instances, user profiles, routing profiles, and security profiles
Ensure KPI metrics are collected and available within AWS Connect
Configure and maintain custom dashboards and reports in Amazon Connect and Amazon QuickSight
Review Amazon Connect usage data and cloud monitoring tools such as Amazon CloudWatch, reporting findings to the supervisor
Set up and manage outbound voice campaigns and customer surveys using Amazon Connect Outbound Campaigns and Contact Flows
Ensure outbound campaigns comply with regulations, including caller ID settings, call times, and contact attempts
Design and implement integrations between AWS Connect, CRMs, and other systems using AWS Lambda and other AWS services
Continuously enhance designs to improve contact center efficiency, reliability, and availability
Collaborate with security staff and supervisors to document and implement security control processes
Apply change control and configuration management to production modifications
Troubleshoot AWS Connect technical issues and provide timely updates to the supervisor
Implement system revisions to maintain and improve performance

Requirements

What you’ll need

Hands-on experience with Amazon Connect CCaaS (not AWS infrastructure)
Hands-on AWS CI/CD experience to deploy code and customize AWS Connect services
3 years of experience scripting and integrating AWS services such as Lambda, DynamoDB, and S3
3 years of in-depth, hands-on experience with Amazon Connect, including contact flow creation, call routing, and user management
Experience with Amazon Connect and other AWS cloud services
Experience with other cloud platforms
Strong understanding of Voice over IP (VoIP), Customer Experience (CX) strategies, and system integration
Experience configuring and utilizing Amazon Connect native reporting and dashboard capabilities for KPI management
Experience with AWS services integrating with Amazon Connect, including Lambda, Lex, and S3
Workforce optimization experience, including Forecast Capacity planning and Scheduling (FCS), best practices, and AWS Connect implementation
Bachelor's degree in Computer Science, Information Technology Engineering, or a related field, or equivalent combination of education and experience
AWS certifications such as AWS Certified Solutions Architect or Developer highly desired
Local candidate in the DMV region
Willingness to attend in-person interviews and work onsite three times per week in the near future

Benefits

Comp & perks

Medical, Dental and Vision
Health Savings Account
Flexible Spending Account
Short-term disability (STD)
Long-term disability (LTD)
Supplemental life insurance and ADD&D
Comprehensive 401k plan
Paid Time Off
Flexible paid time off options for eligible employees