Senior AWS Connect Specialist

About NFF

Since 1996, NFF has designed, architected, and delivered IT network and security solutions to many state, and local government agencies, K-20 educational institutions, federal agencies, and large enterprise businesses across the mid-Atlantic. NFF is a technology services and solutions provider, specializing in next-generation IT infrastructure including networks, data centers, cloud migrations, IT security, collaboration and mobility, and full/part-time staff augmentation services.   Our solutions, professional services and IT staffing portfolio are centered around building more resilient, secure, adaptive, and intelligent IT infrastructure and include comprehensive assessment, architecture, design, integration and installation services, and ongoing performance management services though our Network Operations Center (NOC).  

 

NFF is a Cisco Gold Partner with a Customer Experience Specialization and was a “Cisco Top-5 Mid-Atlantic SLED Partner” in 2019, 2020 and 2022. NFF has maintained Cisco Gold Partnership since 2008, is the only Cisco Gold Partner headquartered in the District of Columbia. In addition to Cisco, NFF has key partnerships with many manufacturers and IT solution providers including, Rapid7, Arctic Wolf, VMware, NetApp and Splunk.

NFF is a District of Columbia (DC) Certified Business Enterprise (CBE) and a SBA Certified Small Business with headquarters in downtown Washington, DC. Our dedication to quality is reflected in our accomplishment of being awarded multiple ISO 9001:2015 certifications.

About this Position / Responsibilities

NFF, Inc. is seeking an AWS Connect Developer for one of its premier DC customers.   Duties and Responsibilities: The successful candidate will design, implement, and maintain the AWS Connect cloud-based contact center, ensuring optimal performance and alignment with business objectives.

 

Key Responsibilities:  1) Design and Configuration:a) Design, document, and implement contact flows using the AWS Connect to ensure optimal and dynamic call routingbased on business requirements.b) Utilize Amazon Connect to develop and deploy chatbots and conversational AI for automated customer interactionswithin Connect contact flows.c) Configure and maintain Amazon Connect instances, user profiles, routing profiles, and security profiles.

 

2) Metrics and Reporting:a) Ensure all metrics required for Key Performance Indicator (KPI) management are collected and available within AWS Connect.b) Configure and maintain custom dashboards and reports in Amazon Connect and Amazon QuickSight for business units to monitor team performance.c) Regularly review usage data from Amazon Connect's cloud monitoring tools, such as Amazon CloudWatch, and report findings to the supervisor.

 

3) Outbound Campaigns and Surveys:a) Set up and manage outbound voice campaigns and customer surveys using Amazon Connect Outbound Campaigns and Contact Flows.b) Ensure campaigns comply with relevant regulations, including managing caller ID settings, call times, and contact attempts.

 

4) Integration and Optimization:a) Design and implement integrations between AWS Connect and other systems, including CRMs, using AWS Lambda and other AWS services.b) Continuously review and enhance designs based on feedback to improve operational efficiency, reliability, and availability of the contact center.

 

5) Security and Compliance:a) Collaborate with security staff and supervisors to document and implement processes and procedures that ensure AWS Connect comply with relevant security controls.b) Apply appropriate change control and configuration management processes for all modifications to the production environment.

 

6) Troubleshooting and Support:a) Identify and resolve technical issues related to the AWS Connect environment, providing timely updates to the supervisor.b) Implement system revisions to maintain and improve overall performance.

 

Education:Engineering, or a related field or The equivalent combination ofeducation and successful work experience

Qualifications

Qualifications: 

• AWS certifications, such as AWS Certified Solutions Architect or Developer, can demonstrate expertise in the platform. (Preferred)
• A minimum of 3 years Hands-on experience with Amazon Connect and other AWS cloud services is essential.
• Experience with scripting and integrating various AWS services, such as Lambda, DynamoDB, and S3, to build and enhance contact center functionalities.
• Experience with other cloud platforms and a strong understanding of Voice over IP (VoIP), Customer Experience (CX) strategies, and system integration.
• In-depth, hands-on experience with Amazon Connect, including contact flow cr