Amazon Connect Specialist

Job Title: Amazon Connect Specialist

Location: 3275 Bennett Creek Avenue, Frederick, MDxxxxxxxxxxxxxxx% onsite.

Duration: 6+ months

• Top 3 Required Skills:

xxxxxxxxxxxxxxxAmazon Connect Configuration & Administration

xxxxxxxxxxxxxxxContact Flows / IVR Design and Call Routing

xxxxxxxxxxxxxxxContact Center & Telephony Concepts (ACD, IVR, CTI)

• Top 3 Preferred Skills:

xxxxxxxxxxxxxxxSalesforce Service Cloud Voice (SCV) Integration

xxxxxxxxxxxxxxxAWS Services (IAM, Lambda – preferred)

xxxxxxxxxxxxxxxCall Monitoring, Recording, and Reporting Configuration

• Education Requirements: Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field • Years of Experience: 3–5+ years in contact center or telephony solutions (With 2+ years of hands on Amazon Connect experience)

Role Description: 

We are looking for an experienced Amazon Connect resource to set up and manage cloud telephony integrated with Salesforce Service Cloud Voice (SCV). 

This role will focus on configuring Amazon Connect| designing call flows| and supporting voice features to deliver a seamless contact center experience.

Key Responsibilities:

Configure and manage Amazon Connect instances and telephony components. Set up inbound outbound calling| phone numbers| queues| routing profiles| and agent settings

Design and maintain contact flows  IVR| including menus| call routing| callbacks| and hold logic Configure call recording| monitoring| and reporting

Troubleshoot call flow| routing| and telephony issues

Collaborate with Salesforce| IT| and business teams to support voice requirements

Required Skills:

Experience Hands on experience with Amazon Connect configuration

Strong knowledge of contact flows| IVR| and call routing

Understanding of contact center and telephony concepts (ACD| IVR| CTI)

Familiarity with AWS IAM and Lambda (preferred)

Qualifications:

3-5 years of experience in contact center or telephony solutions

2 years of Amazon Connect experience| 

AWS or Salesforce certifications are a plus.