AWS Contact Center Specialist - Remote

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 Apply tot his job Apply To this Job