AWS Contact Center Specialist – Remote

Job Description

**Location:** Remote – Must live in the US
**Accepted work authorizations:** H1B, EAD, Green card & US citizens

Corp-to-corp will work for this position.

**Job Summary**

We are seeking an experienced AWS Contact Center Specialist to join our remote team. The ideal candidate will be responsible for managing and optimizing our cloud-based contact center operations using Amazon Web Services (AWS) technologies, with a focus on intelligent call and chat routing to enhance customer experience.

Key Responsibilities

– **AWS Contact Center Management:** Configure, maintain, and optimize AWS Connect contact center infrastructure
– **Call Routing:** Design and implement sophisticated call routing strategies using AWS Connect routing profiles, queues, and contact flows
– **Chat Routing:** Manage omnichannel chat routing capabilities to ensure seamless customer interactions across multiple communication channels
– **System Integration:** Integrate AWS Connect with CRM systems, databases, and third-party applications
– **Performance Monitoring:** Monitor contact center metrics, analyze call patterns, and optimize routing algorithms for improved efficiency
– **Troubleshooting:** Diagnose and resolve technical issues related to call and chat routing functionality
– **Documentation:** Maintain comprehensive documentation of contact center configurations and procedures
– **Training & Support:** Provide technical support and training to contact center agents and supervisors

Required Qualifications

– 3+ years of experience with AWS Connect or similar cloud-based contact center platforms
– Strong understanding of contact center operations, including ACD (Automatic Call Distribution) systems
– Proven experience in configuring call routing rules, queues, and contact flows
– Experience with chat routing and omnichannel customer engagement platforms
– Knowledge of AWS services (Lambda, DynamoDB, S3, CloudWatch)
– Understanding of telephony concepts (SIP, VoIP, CTI)
– Experience with contact center analytics and reporting tools

Preferred Qualifications

– AWS certification (AWS Connect or related cloud certifications)
– Experience with contact center workforce management tools
– Knowledge of scripting languages (Python, JavaScript, or similar)
– Experience with API integrations and web services
– Background in customer service or contact center operations

Technical Skills

– AWS Connect administration and configuration
– Contact flow design and implementation
– Queue management and routing strategies
– Real-time and historical reporting
– Integration with CRM platforms (Salesforce, ServiceNow, etc.)
– Basic networking and security concepts

Job Type: Contract

Pay: Up to $100.00 per hour

Expected hours: 40 per week

Work Location: Remote