Job Specifications
Work Location: Washington, DC 20024
Work Schedule: Hybrid (Onsite 3 days per week in the near future)
Eligibility: Local candidates within the DMV (DC, Maryland, Virginia) region will be considered.
Overview
The AWS Connect Specialist will play a key role in designing, implementing, and maintaining the AWS Connect cloud-based contact center for the District government. This position will support the Office of the Chief Financial Officer (OCFO) and other stakeholders in enhancing customer engagement, operational efficiency, and service quality through AWS Connect's advanced cloud capabilities.
The successful candidate will be responsible for system design, configuration, integration, reporting, and compliance - ensuring the contact center operates securely, efficiently, and aligns with organizational objectives.
Key Responsibilities
Design and Configuration
Design, document, and implement dynamic contact flows in AWS Connect based on business requirements.
Develop and deploy chatbots and conversational AI solutions for automated customer interactions.
Configure and maintain Amazon Connect instances, user profiles, routing profiles, and security profiles.
Metrics and Reporting
Collect and configure metrics for Key Performance Indicator (KPI) management within AWS Connect.
Build and maintain custom dashboards and reports in Amazon Connect and Amazon QuickSight for performance monitoring.
Review usage data from Amazon CloudWatch and provide detailed performance insights and recommendations.
Outbound Campaigns and Surveys
Design and manage outbound voice campaigns and customer surveys using Amazon Connect Outbound Campaigns and Contact Flows.
Ensure full compliance with applicable regulations, including caller ID management, permissible call times, and contact limits.
Integration and Optimization
Implement and optimize integrations between AWS Connect and other systems (e.g., CRMs) using AWS Lambda and related services.
Continuously improve workflows to enhance system reliability, scalability, and operational efficiency.
Security and Compliance
Collaborate with security teams to document and implement processes that ensure compliance with District, OCIO, and federal security standards.
Apply proper change control and configuration management procedures for all production modifications.
Troubleshooting and Support
Identify and resolve technical issues within the AWS Connect environment.
Perform system revisions and performance tuning to ensure optimal operation and availability.
Education
Bachelor's degree in Computer Science, Engineering, or a related field.
Equivalent combination of education and professional experience may be considered.
Qualifications
AWS certifications such as AWS Certified Solutions Architect or AWS Certified Developer preferred.
Minimum of 3 years of hands-on experience with Amazon Connect and other AWS services.
Proven experience integrating AWS Connect with Lambda, DynamoDB, and S3 for contact center enhancements.
Experience working with other cloud platforms and strong understanding of VoIP, Customer Experience (CX), and system integration.
Deep knowledge of Amazon Connect configuration, including contact flow design, call routing, and user management.
Experience developing and managing Amazon Connect reports and dashboards for KPI tracking.
Expertise in AWS services that integrate with Amazon Connect (e.g., Lex, Lambda, S3).
Familiarity with workforce optimization (Forecasting, Capacity Planning, Scheduling) within AWS Connect.
Demonstrated ability to work collaboratively with IT project managers, business analysts, security staff, and business leaders.
Excellent communication and interpersonal skills for gathering requirements and providing technical explanations to stakeholders.
Preferred Skills
Hands-on experience with AWS CloudFormation, Terraform, or other Infrastructure-as-Code tools.
Background in public sector or government contact center modernization projects.
Experience with compliance frameworks such as FedRAMP or NIST.
Ideal Candidate Attributes
Strong analytical and problem-solving abilities.
Detail-oriented, proactive, and self-directed.
Excellent written and verbal communication skills.
Ability to balance technical precision with stakeholder collaboration in a hybrid work environment.
About The Company
Headquartered in Leesburg, Virginia, Zenius Corporation is a HUBZone-certified small business. Zenius specializes in providing Grants Management, IT Modernization, Acquisition Management, and Financial Management services to Federal agencies. Zenius is selected by Inc 5000 as one of the fastest-growing companies in the DC Metro Area, awarded in 2025, 2024, 2021, and 2020. Zenius is also listed by Financial Times as one of the fastest-growing companies in the Americas in 2021. Zenius is an awardee of 2019 Best of Leesburg winner (Business Management Consultant category).
Benefits
Zenius Corporation is an employee-oriented company. Join us now and help us
About the Company
Zenius Corporation is an SBA Certified HUBZone, Minority-Owned, and Small Disadvantaged Business (SDB) firm, based in Leesburg, Virginia. Zenius represents extensive expertise in developing and providing Grants Management systems and solutions, IT Assessment and Optimization Solutions, Financial Management systems and consulting, and Higher Education domain support and expertise. Our consultants have designed and managed complex information technology programs, center-of-excellence-designated grants management systems, and e...
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