Description

You will design, develop, and implement AWS Connect processes to support client workflows, applications, and access controls.

Responsibilities

• Design and implement AWS Connect configurations, including workflows, forms, and interfaces.
• Develop and maintain solutions within the ServiceNow environment.
• Gather, review, and document technical requirements for new or existing processes.
• Recommend enhancements for existing operations and new system modifications.
• Support and upgrade existing processes based on evolving requirements.

Required Skills

• 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.
• Extensive knowledge of IVR, Automatic Call Distribution (ACD), Skill-Based Routing, and Live Chat.
• Experience with process flow documentation creation.
• Bachelor's Degree in Computer Science, Mathematics, Engineering, or a related field.
• Ability to obtain and maintain a Public Trust clearance.

Preferred Skills

• Knowledge of CCaaS with Artificial Intelligence (AI) strategies and solutions.
• Experience integrating Pegasystems workflows with CCaaS.
• Experience building reports and dashboards, preferably with Tableau.

Key Skills

Education

Bachelor's Degree in Computer Science