Job Description:As an AWS Cloud Engineer, you will support the migration of the client's legacy contact center to a modern, scalable, cloud-based solution leveraging Amazon Connect. This initiative aims to improve service delivery by enhancing customer experience through reduced wait times, advanced communication channels, and AI-driven capabilities. The project follows an Agile methodology and involves integration with state systems such as CRM and case management platforms. Key Responsibilities:
- Evaluate the existing contact center system and design an optimal Amazon Connect architecture.
- Develop scalable, secure solutions integrated with existing platforms such as CRM and IVR systems.
- Configure Amazon Connect to optimize call flows, routing strategies, and customer interactions.
- Integrate Amazon Connect with AWS services such as Lambda, Lex, and S3, as well as third-party systems.
- Implement security protocols to comply with standards such as HIP nd CJIS.
- Oversee contact center data migration to ensure minimal disruption to operations.
- Provide technical support and troubleshoot issues post-go-live to ensure system stability.
- Train IT staff and contact center managers in administering and managing Amazon Connect.
- Leverage analytics and reporting to optimize performance and drive continuous improvement.
- Collaborate with cross-functional teams to ensure alignment with project goals and the state's technology roadmap.
Required Skills, Experiences, Education, and Competencies:
- Expertise in AWS cloud technologies, with a focus on Amazon Connect implementation and administration.
- Strong understanding of scalable architecture design and system integration with CRM and IVR platforms.
- Hands-on experience with AWS services including Lambda, Lex, and S3.
- Proficiency in configuring and optimizing call flows, routing strategies, and AI-driven IVR solutions.
- Knowledge of security and compliance standards such as HIP nd CJIS.
- Experience in data migration with a focus on minimizing operational disruptions.
- Proven ability to provide technical support and training to diverse stakeholders.
- Strong problem-solving and troubleshooting skills.
- Excellent collaboration and communication abilities, with experience working in Agile environments.
The hourly range for roles of this nature are $50.00 to $80.00/hr. Rates are heavily dependent on skills, experience, location, and industry. cyberThink is an Equal Opportunity Employer.