AWS Connect Specialist

rockITdata, a veteran, minority, and woman-owned small business certified by the NWBOC, is a full-service consulting provider that specializes in providing management and IT services. We help companies build efficiencies, decrease cost, and drive better outcomes. We achieve these goals by leveraging industry leading cloud based artificial intelligence and machine learning technologies.
We bring four distinct offerings to Commercial; Federal; and State, Local, and Education clients.

• Consulting Services: Our strategy, management, and IT advisors bring deep industry and domain expertise to help clients empower their workforce and build improvement capable organizations.
• Application Development and Sustainment: our technologists define, design, prototype, and continuously improve digital solutions to meet clients’ needs and enhance customer experience.
• Mission Support: We provide high-quality staffing solutions to help our clients meet their mission, reduce operating costs, and improve operations.
• Contact Center Solutions: Fueled by cloud based artificial intelligence and machine learning, we implement next generation contact center solutions, purpose built for each client. Our contact center solutions range from current state assessments, roadmap development, technology implementation and sustainment, and full outsourced operations.
   

Job Description
rockITdata is seeking an experienced AWS Connect Specialist to join our Emerging Solutions team focused on Contact Center services. The preferred candidate will combine technical expertise with hands-on implementation to design, implement, optimize and support contact center solutions.
The AWS Connect Specialist will play a critical role in driving client success for some of the world’s largest healthcare organizations.
Key Responsibilities

• Lead technical implementation of AWS Connect contact center solutions, including IVR flows, contact flows, and integration with AWS services
• Design and develop custom solutions using AWS Lambda, Amazon Lex, and other AWS services
• Configure and maintain contact center routing strategies, queue management, and reporting
• Integrate AWS Connect with external systems including CRM platforms and third-party APIs
• Implement security controls and ensure compliance with data protection requirements
• Provide technical guidance and mentorship to junior team members
• Create technical documentation and standard operating procedures

Required Qualifications

• 4-7 years of experience implementing contact center solutions
• Strong hands-on experience with AWS Connect and related AWS services
• Proven track record of successful contact center implementations
• Experience with contact flow design and IVR development
• Proficiency in at least one programming language (Python, Node.js, or Java)
• AWS Certification (Solutions Architect Associate or higher)
• Experience with RESTful APIs and web services integration
• Strong understanding of telephony concepts and contact center metrics

Preferred Qualifications

• AWS Advanced Networking Specialty or AWS Contact Center Intelligence certification
• Experience with Amazon Lex, Amazon Polly, or other AI/ML services
• Knowledge of WebRTC and real-time communications
• Familiarity with Salesforce, ServiceNow, or other CRM platforms
• Experience with agile development methodologies
• Background in telecommunications or customer service operations
• Experience with contact center analytics and reporting tools

Skills & Competencies

• Strong problem-solving and analytical capabilities
• Excellent communication and documentation skills
• Ability to work effectively with cross-functional teams
• Customer-focused mindset with attention to detail
• Experience managing multiple priorities in a fast-paced environment

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