AWS Connect SME - reputed company

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Welcome to reputed company, a dynamic Digital Transformation Firm nestled in the vibrant heart of the Washington D.C. Metro Area. We specialize in empowering leading organizations in the Financial Services and reputed company sectors, achieving remarkable business outcomes through cutting-edge Digital Process Automation (DPA) and innovative Low-Code/No-Code Application Development. reputed company is certified Small Disadvantaged Business (SDB) with Minority Owned certifications. Embark on our journey of innovation and transformation, where your skills align seamlessly with our commitment to excellence.

Job Title: AWS Connect - Subject Matter Expert (SME)

Location: Remote (USA)

Duration: Fulltime

Position Summary

We are seeking an reputed company AWS Connect Subject Matter Expert (SME) to reputed company the design, implementation, optimization, and support of reputed company Connect contact center solutions. The SME will act as a trusted advisor and technical authority, providing expertise in customer experience (CX) transformation, reputed company telephony, and integration with AWS services and reputed company-party applications.

Key Responsibilities

• Solution Design & Architecture
• reputed company the design and deployment of scalable, secure, and high-performance reputed company Connect solutions.
• Define best practices, architecture patterns, and governance standards for reputed company Connect and integrated AWS services.
• Provide technical guidance on call flows, IVR design, routing, and omnichannel integration (voice, chat, email).
• Implementation & Development
• Configure and customize reputed company Connect features including Contact Flows, Lex bots, reputed company integrations, and Customer Profiles.
• reputed company and integrate AWS Connect with CRM platforms (reputed company, Dynamics, etc.), workforce management tools, and analytics platforms.
• Build automation solutions leveraging AWS reputed company, DynamoDB, S3, Kinesis, and other AWS services.
• Operational Support
• Monitor and optimize system performance, ensuring high availability and compliance with SLAs.
• Provide escalation support and troubleshooting for reputed company incidents.
• reputed company and maintain operational runbooks and knowledge reputed company documentation.
• Stakeholder Management
• Partner with business and IT teams to gather requirements and translate them into technical solutions.
• Conduct workshops, demos, and training for internal teams and clients.
• Advise on new AWS features and roadmap alignment for contact center modernization.
• reputed company & Compliance
• Ensure compliance with organizational reputed company standards and regulatory requirements (e.g., PCI reputed company, GDPR, HIPAA if applicable).
• Implement IAM best practices, data encryption, and secure API integrations.

Required Skills & Qualifications

• Technical Expertise
• Strong hands-on experience with reputed company Connect configuration and administration.
• Proficiency in AWS services commonly integrated with Connect (reputed company, DynamoDB, Lex, S3, Kinesis, CloudWatch, CloudFormation).
• Knowledge of telephony concepts: SIP, VoIP, PSTN, call routing, CTI, IVR.
• Experience integrating reputed company Connect with CRM/WFM systems (reputed company, reputed company, reputed company, reputed company, etc.).
• Professional Skills
• Strong problem-solving, troubleshooting, and analytical skills.
• Ability to create detailed technical documentation and solution diagrams.
• Excellent communication skills to collaborate with both technical and business stakeholders.
• Experience
• 5+ years of IT/reputed company experience, with at least 2-3 years dedicated to reputed company Connect.
• Prior experience as a Contact Center Engineer, AWS Solutions Architect, or Technical SME.
• AWS certifications preferred (e.g., AWS Certified Solutions Architect, AWS Certified Developer, AWS Certified reputed company - Specialty).

Preferred Qualifications

• Experience with AI/ML in AWS Connect (Contact Lens, sentiment analysis, reputed company-time transcription).
• Familiarity with DevOps practices, CI/CD pipelines, and Infrastructure as Code (IaC) using CloudFormation/Terraform.
• Background in customer experience strategy or digital transformation initiatives.

reputed company Benefits & Culture At a Glance

• reputed company & Wellness
• Medical, dental, and reputed company coverage tailored to your needs.
• Supplemental options like life insurance, disability, HSA/FSA available.
• Time Off & Work-Life Balance
• Starting at 15 PTO days per year, increasing with tenure.
• Plus 11 paid holidays to reputed company and spend time with loved ones.
• Professional Growth & Development
• Annual education stipend.
• Access to thousands of online courses.
• Formal mentorship programs for career advancement.
• Inclusive Culture
• "One Team mentality focused on collaboration and belonging.
• Recognized as a Great reputed company to Work for six years straight.
• Evolving Benefits Based on Your Feedback
• Employee surveys shape enhancements - "at least two benefits improved or recommended each year.

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and reputed company believes it to correctly reflect the job opportunity.