Role: Amazon Connect Developer
Experience: 7+ years
Location: Woodlawn, MD
Key Required Skills
The successful candidate will have fluency in AWS Connect design and development principles and work with stakeholders to develop enterprise business solutions that leverages industry processes and best practices.
Both initial and final interviews will be virtual at this point; however, candidates still should be local and ready to work onsite 5 days a week
Position Description
- Design, develop and implement AWS Connect processes to include new or modifications to applications, forms, workflow, policies, actions, access control, interfaces, and any other configurations required to support client processes
- Develop and enhance Call Center AI Agents
- Provide recommendations for enhancing existing operations and provide recommendations for new updates or modifications
- Support and enhance existing processes based on new requirements or upgrades
- Facilitate requirements gathering, review and document requirements
- Design and develop solutions within the ServiceNow environment
- All other duties as assigned or directed
Detailed Skills Requirements
- Foundation for Success (Basic Qualifications)
- Bachelor's Degree in Computer Science, Mathematics, Engineering, or a related field
- 7 years of experience working with large enterprise framework
- 7 years of hands-on experience working with AWS Cloud platform
- 3 years of hands-on experience working with Amazon Connect
- 3 years of experience using Node.js, Python or Java for development
- 3 years of experience in designing call routing & messaging
- 2 years of experience in AI Agent Development - Designing, building and deploying conversational AI Agents
- Excellent interpersonal and communication skills
Factors To Help You Shine (Required Skills)
**Selected candidate must be able to obtain and maintain a public trust clearance**
**Selected candidate must be willing to work on-site in Woodlawn, MD 5 days a week**
**Master's and 10+ years of experience, Bachelor's and 12+ years of experience or 18+ years in lieu of a degree**
- Solid AWS Cloud and AWS Connect Developer experience
- Experience tuning and optimizing AI Agent performance
- Experience with Generative AI Agent prompt engineering
- Extensive experience and knowledge with IVR, Automatic Call Distribution (ACD), Skill-Based Routing, Live Chat
- Experience with process flow documentation creation.
- Experience with Lambda, Lex Conversational, Bots/NLP, Kinesis Streams, Glue, VPC, SMS (Simple Notification Service), AppSync, EventBridge, Kinesis Firehouse, DynamoDB Streams, Service Catalog, Kinesis Data Analytics
- Strong verbal and written communication skills.
How To Stand Out From The Crowd (Desired Skills)
- Adept at working independently, but also in a team environment
- Demonstrated experience delivering technology solutions in a fast-paced, deadline driven enterprise environment
- Excellent understanding of change management, testing requirements, techniques, and tools to ensure high availability of systems
- Prior Federal government experience
- Self-starter, highly motivated individual who adapts to a dynamic work environment
- Strong attention to detail with an ability to operate effectively across multiple priorities
