Description

You will design, develop, and implement AWS Connect processes to support enterprise business solutions.

Responsibilities

• Design and implement AWS Connect configurations including applications, forms, workflows, policies, and access controls.
• Develop and enhance solutions within the ServiceNow environment.
• Facilitate requirements gathering, review, and documentation for new or modified processes.
• Provide technical recommendations for enhancing existing operations and implementing system updates.
• Document process flows and support existing system upgrades.

Required Skills

• 7 years of hands-on experience with the AWS Cloud platform.
• 7 years of experience working with large enterprise frameworks.
• 3 years of hands-on experience with Amazon Connect.
• 3 years of development experience using Node.js, Python, or Java.
• 3 years of experience designing call routing and messaging.
• Extensive knowledge of IVR, Automatic Call Distribution (ACD), Skill-Based Routing, and Live Chat.
• Experience with CCaaS and Artificial Intelligence (AI) strategies.
• Experience integrating Pegasystems workflows with CCaaS.
• Ability to build reports and dashboards, preferably using Tableau.
• Ability to obtain and maintain a US Public Trust clearance.

Preferred Skills

• Prior Federal government experience.
• Understanding of change management and testing techniques for high availability systems.

Key Skills

Education

Any Graduate