The Role
Designs, develops, implements, and enhances AWS Connect and ServiceNow solutions for enterprise processes. Responsibilities include requirements gathering, workflow and interface configuration, call routing and messaging design, process documentation, system recommendations, and support for upgrades. The role requires extensive AWS Cloud and Amazon Connect expertise, programming experience with Node.js, Python, or Java, and knowledge of IVR, ACD, routing, chat, Lambda, Lex, Kinesis, and related AWS services. This is a fully onsite role requiring eligibility for Public Trust clearance.
Summary Generated by Built In
PLEASE NOTE:
- IT IS 100 % On site position Woodlawn
- 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
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.
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
Requirements
BASIC QUALIFICATIONS:
- Master's and 10+ years of experience, Bachelor's and 12+ years of experience or 18+ years in lieu of a degree
- 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
REQUIRED SKILLS:
- 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.
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
Skills Required
- Master's degree and 10+ years of experience, bachelor's degree and 12+ years of experience, or 18+ years of experience in lieu of a degree
- Bachelor's degree in Computer Science, Mathematics, Engineering, or a related field
- 7 years of experience working with large enterprise frameworks
- 7 years of hands-on experience with the AWS Cloud platform
- 3 years of hands-on experience with Amazon Connect
- 3 years of experience using Node.js, Python, or Java for development
- 3 years of experience designing call routing and messaging
- AWS Cloud and AWS Connect developer experience
- Experience with IVR, Automatic Call Distribution, Skill-Based Routing, and Live Chat
- Experience creating process flow documentation
- Experience with Lambda, Lex, bots/NLP, Kinesis Streams, Glue, VPC, SNS, AppSync, EventBridge, Kinesis Data Firehose, DynamoDB Streams, Service Catalog, and Kinesis Data Analytics
- Excellent verbal, written, interpersonal, and communication skills
- Ability to obtain and maintain a Public Trust clearance
- Ability to work onsite in Woodlawn, Maryland five days per week
- Ability to work independently and in a team environment
- Experience delivering technology solutions in a fast-paced enterprise environment
- Understanding of change management, testing requirements, techniques, and tools for high availability
- Prior federal government experience
- Self-motivated, adaptable, and detail-oriented
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The Company
What We Do
Omm IT Solutions is a leading provider of IT consulting, analysis, and advisory services, specializing in delivering technical solutions for federal and state government agencies. Their offerings include application development, cybersecurity services, cloud advisory, network modernization, and data analytics.
