Senior AWS Connect Engineer

JPC Partners is looking for a Senior AWS Connect Engineer that will:

1. 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.
2. Provide recommendations for enhancing existing operations and provide recommendations for new updates or modifications.
3. Support and enhance existing processes based on new requirements or upgrades.
4. Facilitate requirements gathering, review and document requirements.
5. Design and develop solutions within the ServiceNow environment.

Qualifications

1. 7 years of experience working with large enterprise framework.
2. 7 years of hands-on experience working with AWS Cloud platform.
3. 3 years of hands-on experience working with Amazon Connect.
4. 3 years of experience using Node.js, Python or Java for development.
5. 3 years of experience in designing call routing & messaging.
6. Excellent interpersonal and communication skills.
7. Must be able to obtain and maintain a Public Trust. Contract requirement.
8. Bachelor's Degree in Computer Science, Mathematics, Engineering, or a related field and 12 years of experience. Experience may be substituted in lieu of degree.

*** Selected candidate must reside within two (2) hours of Client Headquarters in Baltimore, MD

*** Selected candidate must be willing to work on-site at least 2 days a week

Required Skills

1. Knowledge or experience with CCaaS with Artificial Intelligence (AI) strategies and solutions.
2. Knowledge and experience with integrating Pega workflows with CCaaS.
3. Knowledge and experience with building reports and dashboards preferably with Tableau.
4. Solid AWS Cloud and AWS Connect Developer experience.
5. Extensive experience and knowledge with IVR, Automatic Call Distribution (ACD), Skill-Based Routing, Live Chat.
6. Experience with process flow documentation creation.
7. Strong verbal and written communication skills.

Desired Skills

1. Adept at working independently, but also in a team environment.
2. Demonstrated experience delivering technology solutions in a fast-paced, deadline driven enterprise environment.
3. Excellent understanding of change management, testing requirements, techniques, and tools to ensure high availability of systems.
4. Prior Federal government experience.
5. Self-starter, highly motivated individual who adapts to a dynamic work environment.
6. Strong attention to detail with an ability to operate effectively across multiple priorities.