Senior AWS Connect Specialist (Hybrid)

About NFF

Since 1996, Networking For Future, Inc. (NFF) has been engineering the backbone of mission-critical systems for government and enterprise clients. With headquarters in Washington, DC, we provide expert technology consulting and design-build solutions that solve complex challenges and deliver measurable real-world results.

Our expertise includes solutions for Artificial Intelligence Enablement, Data Center & Cloud, Intelligent Networks, Secure, Connected IoT Technologies, Professional and Managed Services, Workforce Solutions and Zero Trust Strategies. NFF leverages a strategic portfolio of over 200 industry-leading technology brands to deliver precisely tailored solutions that align with each client’s unique requirements and mission objectives.

We are an accomplished technology consulting firm with a proven track record of delivering innovative, high-performance IT solutions to clients across government and commercial sectors. What sets us apart is our foundation as a hands-on, technically driven organization backed by deep industry partnerships and a broad portfolio of certifications – at both the company and individual levels. This combination of experience and credibility allows us to respond with confidence and precision to complex technical challenges.

Our greatest strength is our people. We are seasoned technologists who embrace a culture of innovation and continuous learning. We believe that meaningful solutions are built through collaboration, and we view every challenge as an opportunity to evolve – transforming problems into partnerships that deliver long-term value. This mindset shapes how we work: we hire top talent, provide them with the resources and mentorship they need to thrive, and recognize and reward excellence at every level. Our teams are empowered to lead with insight, deliver exceptional service, and build trusted relationships with every client.

NFF is an ISO 27001:2022 and ISO 9001:2015 certified company.  Additionally, NFF is a Cisco Preferred Partner with numerous Specializations including Customer Experience, Advanced Security Architecture, IOT and others.  NFF was a “Cisco Top-5 Mid-Atlantic SLED Partner” in 2019, 2020, 2022-2026 In addition to Cisco, NFF has key partnerships with many manufacturers and IT solution providers including, Palo Alto, Arista, Rapid7, Arctic Wolf, NetApp and others.

About this Position / ResponsibilitiesNFF, Inc. is seeking an AWS Connect Developer.   **In-person interviews will be conducted for this REQ****We are only considering local candidates to DMV region****Hybrid - candidate will be required to be on-site 3x/week in the near future**  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.
  QualificationsQualifications: 

• Hands on experience w/ Amazon Connect CCaaS, not AWS infrastructure - Required
• Hands on AWS CI/CD experience to deploy code and customize AWS connect services - Required
• Hands-on experience with Amazon Connect and other AWS cloud services is essential. Required – 3 Years Scripting and integrating various AWS services, such as Lambda, DynamoDB, and S3, to build and enhance contact center functionalities - Required
• Experience with other cloud platforms and a strong understanding of Voice over IP (VoIP), Customer Experience (CX) strategies, and system integration -Required
• Required 3 Years - In-depth, hands-on experience with Amazon Connect, including contact flow creation, call routing, and user management - Required  3 Years
• Required - Demonstrated experience configuring and utilizing Amazon Connect's native reporting and dashboard capabilities for KPI management - Required
• Experience with other AWS services that integrate with Amazon Connect, such as Lambda, Lex, and S3 - Required
• Workforce optimization (Forecast Capacity planning and Scheduling, FCS), best practices and how to implement them within the AWS Connect ecosystem. - Required
• Bachelor's degree in Computer Science, Information Technology Engineering or a related field; The equivalent combination of education and experience - Required
• AWS certifications, such as AWS Certified Solutions Architect or Developer, can demonstrate expertise in the platform – Highly Desired

NFF Disclosures

NFF offers a competitive salary, comprehensive benefits and flexible paid time off options, for eligible employees:

• Medical, Dental and Vision, Health Savings Account, Flexible Spending Account
• STD, LTD, Supplemental life insurance and ADD&D
• Comprehensive 401k plan
• Paid Time Off

NFF is an Equal Opportunity Employer.

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