Position Description:

• Design, develop and implement AWS Connect processes to include new or modifications to applications, forms, workflow, policies, actions, access control, interfaces, and any other configurations required to support client processes.
• Provide recommendations for enhancing existing operations and provide recommendations for new updates or modifications.
• Support and enhance existing processes based on new requirements or upgrades.
• Facilitate requirements gathering, review and document requirements.
• Design and develop solutions within the ServiceNow environment.​

Skills Requirements:

FOUNDATION FOR SUCCESS (Basic Qualifications)

• Bachelor's Degree in Computer Science, Mathematics, Engineering, or a related field
• 7 years of experience working with large enterprise framework
• 7 years of hands-on experience working with AWS Cloud platform
• 3 years of hands-on experience working with Amazon Connect 
• 3 years of experience using Node.js, Python or Java for development
• 3 years of experience in designing call routing & messaging
• Excellent interpersonal and communication skills
• Must be able to obtain and maintain a Public Trust. 

FACTORS TO HELP YOU SHINE (Required Skills)

These skills will help you succeed in this position:

• Knowledge or experience with CCaaS with Artificial Intelligence (AI) strategies and solutions.
• Knowledge and experience with integrating Pega workflows with CCaaS.
• Knowledge and experience with building reports and dashboards preferably with Tableau.
• Solid AWS Cloud and AWS Connect Developer experience.
• Extensive experience and knowledge with IVR, Automatic Call Distribution (ACD), Skill-Based Routing, Live Chat.
• Experience with process flow documentation creation.
• Strong verbal and written communication skills. 

HOW TO STAND OUT FROM THE CROWD (Desired Skills)

Showcase your knowledge of modern development through the following experience or skills:

• Adept at working independently, but also in a team environment.
• Demonstrated experience delivering technology solutions in a fast-paced, deadline driven enterprise environment.
• Excellent understanding of change management, testing requirements, techniques, and tools to ensure high availability of systems.
• Prior Federal government experience.
• Self-starter, highly motivated individual who adapts to a dynamic work environment.
• Strong attention to detail with an ability to operate effectively across multiple priorities.

Education: 

• ​Bachelor's Degree in Computer Science, Mathematics, Engineering, or a related field with 7+ years of experience 
• Must be able to obtain and maintain a Public Trust. Contract requirement.