Veridic Solutions
AWS Connect Engineer
Veridic Solutions - Riverdale, Maryland, us, 20738
Work at Veridic Solutions
Overview
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Overview
Responsibilities:
Network Fail Over and Redundancy - As Part of ACGR Implementation
Continue to build out service features to support disaster recovery such as Q n A BOTS and the IVR Test swappable agents between AWS East and AWS West and test West at scale Develop strategy as to what applications are needed in disaster recovery, i.e., Quick sight
WS Connect System Efficiency and Performance Status
Call routing by split tunneling versus proxy routing Redesign the Q n A BOT interface to address security concerns Operata and cloud watch software available to user community along with any alert features (limits based on need) Clean up AWS workflows and BOTs to improve the speed in which callers receive treatment and reduce any unnecessary billable seconds on the platform Clean up of DEV and PROD environments including s3 buckets and test Lambdas ssist in optimizing Operata as a monitoring tool
WS Enhancement
User training on the Connect Console (view users, change FAQs for the BOTS, change IVR call flows) dmin interface for ACGR uto Provisioning users: Enable SCIM
Enable managing users in Connect through active directory, when a user is put in the right active directory group, they get auto provisioned in Amazon Connect Tie the SAM process directly to Connect so when a SAM ticket is created and approved the user is auto created in Connect
Change management process to address minor changes to messages and call flows to software update and SSA network configurations that can impact connect WS data migration to the EDW
Enterprise Implementation - AWS Connect Expansion and Integration with Virtual PBX Systems
Lead/assist in building the architecture and strategy for utilizing AWS Connect for services to include Regional and Field Offices ssist in configuring and testing integration with a virtual PBX system (i.e. Avaya or Ribbon)
IVR Development and Dashboards
Review new architecture and assist in migrating the IVR Workflows based on the new architecture Design and provide guidance/recommendations for IVR Workflows specific to the Regional and Field Office requirements Provide guidance in effectively building dashboards on the performance and KPIs for the overall AWS Connect performance
Qualifications:
Proven experience in designing, implementing, and managing Amazon Connect contact center solutions In-depth knowledge of AWS services related to Amazon Connect, such as AWS Lambda, Amazon Lex, Amazon Kinesis, and Amazon QuickSight Proficiency in scripting languages (e.g., Python, Node.js) and Infrastructure as Code tools (e.g., AWS CloudFormation, Terraform) Experience with contact center technologies, including interactive voice response (IVR) systems, automatic call distributors (ACDs), and computer-telephony integration (CTI) Strong understanding of networking concepts, including VPNs, routing, and security groups Familiarity with monitoring and observability tools (e.g., Amazon CloudWatch, AWS X-Ray, AWS CloudTrail) Excellent problem-solving, analytical, and troubleshooting skills Strong communication and collaboration skills to work effectively with cross-functional teams Desire to continuously learn and stay updated with the latest AWS services and best practices
Certifications (preferred):
WS Certified Solutions Architect - Professional
AWS Certified DevOps Engineer - Professional
Continue to build out service features to support disaster recovery such as Q n A BOTS and the IVR Test swappable agents between AWS East and AWS West and test West at scale Develop strategy as to what applications are needed in disaster recovery, i.e., Quick sight
WS Connect System Efficiency and Performance Status
Call routing by split tunneling versus proxy routing Redesign the Q n A BOT interface to address security concerns Operata and cloud watch software available to user community along with any alert features (limits based on need) Clean up AWS workflows and BOTs to improve the speed in which callers receive treatment and reduce any unnecessary billable seconds on the platform Clean up of DEV and PROD environments including s3 buckets and test Lambdas ssist in optimizing Operata as a monitoring tool
WS Enhancement
User training on the Connect Console (view users, change FAQs for the BOTS, change IVR call flows) dmin interface for ACGR uto Provisioning users: Enable SCIM
Enable managing users in Connect through active directory, when a user is put in the right active directory group, they get auto provisioned in Amazon Connect Tie the SAM process directly to Connect so when a SAM ticket is created and approved the user is auto created in Connect
Change management process to address minor changes to messages and call flows to software update and SSA network configurations that can impact connect WS data migration to the EDW
Enterprise Implementation - AWS Connect Expansion and Integration with Virtual PBX Systems
Lead/assist in building the architecture and strategy for utilizing AWS Connect for services to include Regional and Field Offices ssist in configuring and testing integration with a virtual PBX system (i.e. Avaya or Ribbon)
IVR Development and Dashboards
Review new architecture and assist in migrating the IVR Workflows based on the new architecture Design and provide guidance/recommendations for IVR Workflows specific to the Regional and Field Office requirements Provide guidance in effectively building dashboards on the performance and KPIs for the overall AWS Connect performance
Qualifications:
Proven experience in designing, implementing, and managing Amazon Connect contact center solutions In-depth knowledge of AWS services related to Amazon Connect, such as AWS Lambda, Amazon Lex, Amazon Kinesis, and Amazon QuickSight Proficiency in scripting languages (e.g., Python, Node.js) and Infrastructure as Code tools (e.g., AWS CloudFormation, Terraform) Experience with contact center technologies, including interactive voice response (IVR) systems, automatic call distributors (ACDs), and computer-telephony integration (CTI) Strong understanding of networking concepts, including VPNs, routing, and security groups Familiarity with monitoring and observability tools (e.g., Amazon CloudWatch, AWS X-Ray, AWS CloudTrail) Excellent problem-solving, analytical, and troubleshooting skills Strong communication and collaboration skills to work effectively with cross-functional teams Desire to continuously learn and stay updated with the latest AWS services and best practices
Certifications (preferred):
WS Certified Solutions Architect - Professional
AWS Certified DevOps Engineer - Professional