Cloud Engineer

AWS expert to assist with the migration from its legacy contact center to a modern, cloud-based solution. The current system lacks scalability, and aims to enhance service delivery with this upgrade, aligning with the state's broader technology roadmap. This initiative is a collaboration between BITS and DSS Business Staff, employing an Agile approach to improve customer experience through reduced wait times and modern communication channels such as voice, chat, and SMS. The goal is also to streamline operations using AI-driven interactive voice response (IVR), advanced call routing, and analytics, while integrating with other state systems like CRM and case management platforms.

The AWS SME will play a critical role in optimizing and transitioning contact center to Amazon Connect, focusing on solution design, configuration, and implementation. The key responsibilities include:

• Evaluating the current system and defining the optimal Amazon Connect architecture.
• Designing a scalable, secure solution integrated with existing systems (e.g., CRM, IVR).
• Configuring Amazon Connect for call flows, routing strategies, and customer interaction management.
• Setting up integrations with AWS services (Lambda, Lex, S3) and third-party systems.
• Establishing security protocols in line with legal standards (e.g., HIPAA, CJIS).
• Overseeing the migration of contact center data and ensuring minimal disruption.
• Providing technical support and post-go-live troubleshooting.
• Training IT staff and contact center managers on Amazon Connect administration