Global Technical Talent, an Inc. 5000 Company is hiring: Amazon Connect Engineer
Global Technical Talent, an Inc. 5000 Company, San Francisco, CA, United States
Primary Job Title
Amazon Connect Engineer
Location San Francisco, CA, US
Onsite Flexibility Remote
Contract Details
Position Type: Contract
Contract Duration: 6 months
Possibility of Extension or Conversion to FTE: Yes
Start: As Soon As Possible
Must be able to work EST
Pay range: $70 -71.42/hr
Job Summary This is a
6-month contract role
with the possibility of extension or conversion to full-time employment. The position is remote with the requirement to work during
Eastern Standard Time (EST) hours . You will be responsible for designing, implementing, and optimizing
Amazon Connect
solutions, including security profiles, call flows, and integrations with identity management systems. You will manage user configurations for large-scale contact center operations, supporting agents, managers, analytics teams, and operations reporting functions.
Must Haves
3 years of Amazon Connect implementation experience
Strong knowledge of call flow design and IVR development
Experience with security profile architecture and user access management
Familiarity with identity and access management (IAM, Okta integration)
Experience managing large-scale user populations (400 users)
Understanding of contact center operations and routing logic
Key Responsibilities Security Profile Design & Management
Define and document security profiles for various user roles (agents, managers, analytics, operations reporting)
Establish access control frameworks based on business requirements and user responsibilities
Manage ongoing profile updates and maintenance as new features are released
Call Flow Development & Optimization
Design and build call flows for inbound, outbound, and blended contact scenarios, for Omnichannel contact center, Voice, Chat and Email
Implement Interactive Voice Response (IVR) logic for call routing and customer self-service
Integrate Amazon Connect flows with Amazon Lex to capture caller intent
Integrate call flows with CRM systems and backend applications
Test call flows across multiple scenarios and optimize for efficiency
Document call flow logic and maintain version control for changes
Troubleshoot and resolve call flow performance issues
Hands on experience developing and configuring Amazon Connect flows in support of the following features
Amazon Connect customer profiles
Agent Workspace
User Account Configuration
Configure individual user accounts with appropriate security profiles and routing settings
Manage multi-profile assignments (users can hold up to two concurrent security profiles)
Ensure account settings align with business needs (auto-answer, call recording, screen capture, voicemail)
Integration & Infrastructure
Work with identity management teams to integrate Okta, SailPoint, and Amazon Connect
Develop connectors between provisioning systems and Amazon Connect instances
Support AD group management and user provisioning automation
Integrate call flows with AWS Lambda, DynamoDB, and other AWS services as needed
Feature & Capability Assessment
Maintain current inventory of Amazon Connect features and capabilities
Evaluate new features released by AWS for applicability to business use cases
Identify and document access level requirements for emerging features
Cross-functional Collaboration
Partner with business teams to understand role-specific needs and call flow requirements
Work with security and compliance teams on access governance
Support offshore/onshore and commercial/government security segmentation requirements
Collaborate with operations teams on call routing and queue management
Benefits
Medical, Vision, and Dental Insurance Plans
401k Retirement Fund
About GTT GTT is a minority-owned staffing firm and a subsidiary of Chenega Corporation, a Native American-owned company in Alaska. We highly value diverse and inclusive workplaces and support Fortune 500 organizations across banking, financial services, technology, life sciences, biotech, utilities, and retail sectors throughout the U.S. and Canada.
Job Number 26-02933
#J-18808-Ljbffr
Location San Francisco, CA, US
Onsite Flexibility Remote
Contract Details
Position Type: Contract
Contract Duration: 6 months
Possibility of Extension or Conversion to FTE: Yes
Start: As Soon As Possible
Must be able to work EST
Pay range: $70 -71.42/hr
Job Summary This is a
6-month contract role
with the possibility of extension or conversion to full-time employment. The position is remote with the requirement to work during
Eastern Standard Time (EST) hours . You will be responsible for designing, implementing, and optimizing
Amazon Connect
solutions, including security profiles, call flows, and integrations with identity management systems. You will manage user configurations for large-scale contact center operations, supporting agents, managers, analytics teams, and operations reporting functions.
Must Haves
3 years of Amazon Connect implementation experience
Strong knowledge of call flow design and IVR development
Experience with security profile architecture and user access management
Familiarity with identity and access management (IAM, Okta integration)
Experience managing large-scale user populations (400 users)
Understanding of contact center operations and routing logic
Key Responsibilities Security Profile Design & Management
Define and document security profiles for various user roles (agents, managers, analytics, operations reporting)
Establish access control frameworks based on business requirements and user responsibilities
Manage ongoing profile updates and maintenance as new features are released
Call Flow Development & Optimization
Design and build call flows for inbound, outbound, and blended contact scenarios, for Omnichannel contact center, Voice, Chat and Email
Implement Interactive Voice Response (IVR) logic for call routing and customer self-service
Integrate Amazon Connect flows with Amazon Lex to capture caller intent
Integrate call flows with CRM systems and backend applications
Test call flows across multiple scenarios and optimize for efficiency
Document call flow logic and maintain version control for changes
Troubleshoot and resolve call flow performance issues
Hands on experience developing and configuring Amazon Connect flows in support of the following features
Amazon Connect customer profiles
Agent Workspace
User Account Configuration
Configure individual user accounts with appropriate security profiles and routing settings
Manage multi-profile assignments (users can hold up to two concurrent security profiles)
Ensure account settings align with business needs (auto-answer, call recording, screen capture, voicemail)
Integration & Infrastructure
Work with identity management teams to integrate Okta, SailPoint, and Amazon Connect
Develop connectors between provisioning systems and Amazon Connect instances
Support AD group management and user provisioning automation
Integrate call flows with AWS Lambda, DynamoDB, and other AWS services as needed
Feature & Capability Assessment
Maintain current inventory of Amazon Connect features and capabilities
Evaluate new features released by AWS for applicability to business use cases
Identify and document access level requirements for emerging features
Cross-functional Collaboration
Partner with business teams to understand role-specific needs and call flow requirements
Work with security and compliance teams on access governance
Support offshore/onshore and commercial/government security segmentation requirements
Collaborate with operations teams on call routing and queue management
Benefits
Medical, Vision, and Dental Insurance Plans
401k Retirement Fund
About GTT GTT is a minority-owned staffing firm and a subsidiary of Chenega Corporation, a Native American-owned company in Alaska. We highly value diverse and inclusive workplaces and support Fortune 500 organizations across banking, financial services, technology, life sciences, biotech, utilities, and retail sectors throughout the U.S. and Canada.
Job Number 26-02933
#J-18808-Ljbffr