AWS Contact Center Engineer

Elevate Government Solutions is a high growth Technology Services company focused on driving technological change in the government space. Our teams engage with various government agencies to develop and deploy emerging technology solutions using a tailored Agile methodology. 

We are seeking a highly motivated and intellectually curious AWS Contact Center engineer to join our team working with a Federal client. The position will be a remote role open to US citizens residing in the Washington, DC area of the United States with an ACTIVE SECRET security clearance.

Responsibilities and Duties

• Solid hands on development background and the ability to learn quickly. 

• Proven record of using customer experience and engagement tools in the AWS technology stack

• Respond to technical issues in a professional and timely manner.

• Work closely with customers to implement and/or consult requested solutions.

• Possess considerable logic and understanding to analyze and troubleshoot problems

• Must be able to work independently with little to no daily supervision, is a team player, open to ideas and learning.

• Work in a distributed team environment where team members are spread across numerous locations and often communicate virtually to support clients. 

• Work as a team member closely with the Project Manager, Business Analyst, Technical lead and others to ensure implementations are completed on time and within budget

Required Experience, Skills and Qualifications

• 3 years of experience

• Ability to work with US Federal clients and possess an ACTIVE SECRET clearance

• Required skills: 

• AWS Operational Services: Comprehend, Connect, DynamoDB, Lambda, Lex, S3, Transcribe, Polly, Pinpoint

• AWS Management Services: CloudFormation, CloudTrail, CloudWatch, IAM, KMS, Systems Manager, Secrets Manager

• Proven experience with at least 2 AWS AI services (Amazon Comprehend, Lex, Rekognition, Polly, Textract, Translate, Transcribe), ideally in conjunction with customer experience and engagement.

• 1 year of hands-on experience in building call flows and IVR within AWS Connect and configuration and implementation of the Amazon Connect Platform

• Knowledge in legacy contact center’s and IVR’s, with associated business tooling

• Hands-on keyboard AWS implementation experience across a broad range of AWS services, with deeper capabilities and interests in specific services.

• Scripting capability and the ability to develop AWS environments as code

• A mindset of automating everything, with experience demonstrating this.

• Gov cloud automaton tooling and scripting experience – CFN, Terraform, Ansible, and Jenkins.

• Code/Scripting capabilities (Python, JAVAScript/NodeJS)

• API integration experience

• Knowledge of CRM solutions and integrations with contact centers like Amazon Connect

• Desired Skills: 

• Ability to multi-task & support multiple priorities / multiple deliverables, 

• Strong analytical and problem solving skills

• Ability to take the initiative to complete tasks with minimal supervision

• Skilled in verbal, written and oral communication

• Strong team player with a great attitude

• Flexibility and willingness to go beyond the call of duty. Highly self-motivated and directed.  (a go getter)

• Ability to take ownership and drive issues to closure

Education Requirement:

• 4 year Bachelor's Degree in Computer Science/Eng or related (highly preferred)

• AWS Associate or Professional certifications     

Benefits

• Medical, dental, and vision benefits or Health and Welfare payments

• Group Term Life and Accidental Death & Dismemberment Insurance

• Long-Term Disability Insurance

• Health Care Flexible Spending Account

• Dependent Care Flexible Spending Account

• Unlimited Vacation 

• Sick Leave

• 11 Federal Holidays

• Retirement 401(k) Plan with employer matching 

• Employee Assistance Program (EAP)

• Remote/Hybrid work 

• Company sponsored training and certifications

• Mentoring/Coaching