Aws Contact Center Engineer

This position requires an ACTIVE SECRET security clearance. Your application will not be reviewed if you do not have an ACTIVE security clearance at SECRET or above.

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 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 Centers and IVRs, 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