Description

You will design, develop, and implement AWS Connect processes, including modifications to applications, workflows, policies, and access controls.

Responsibilities

• Design and develop solutions within the ServiceNow environment.
• Build and enhance AWS Connect processes, forms, and interfaces to support client requirements.
• Facilitate requirements gathering and document technical specifications.
• Provide technical recommendations for enhancing existing operations and implementing new updates.
• Support and upgrade existing processes based on evolving requirements.

Required Skills

• Bachelor's Degree in Computer Science, Mathematics, Engineering, or a related field.
• 7+ years of experience working with large enterprise frameworks.
• 7+ years of hands-on experience with the AWS Cloud platform.
• 3+ years of hands-on experience with Amazon Connect.
• 3+ years of experience using Node.js, Python, or Java for development.
• 3+ years of experience designing call routing and messaging.
• Deep knowledge of IVR, Automatic Call Distribution (ACD), Skill-Based Routing, and Live Chat.
• Working knowledge of WebRTC and SIP.
• Experience with process flow documentation creation.
• Ability to obtain a Public Trust clearance.

Preferred Skills

• Experience building custom Contact Control Panels.
• Prior Federal government experience.

Key Skills

Education

Bachelor's Degree in Computer Science