| Location | Washington, DC |
| Job Type | Full-time |
| Salary | $75–$85 Per Hour |
About This Role
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.
Responsibilities
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
Qualifications
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
Required Skills
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
About Tecknomic
Tecknomic is a technical staffing firm partnering with government and Fortune 500 clients across manufacturing, engineering, and technology. We are an Equal Opportunity Employer and consider all qualified applicants without regard to race, color, religion, sex, national origin, disability, protected-veteran status, or any other protected characteristic.