AWS Contact Center Engineer, Salesforce Architect

Gentis Solutions is in search of an AWS Contact Center Engineer, Salesforce Architect who is highly driven and intellectually curious for a full-time direct-hire position with our client based in Washington, DC. This is a hybrid position that is available to US citizens residing in the Washington, DC region, provided that they have an active secret security clearance.

Requirements

• 4 year Bachelor's Degree in Computer Science/Eng or related (highly preferred)
• AWS Associate or Professional certifications
• 3+ years of experience
• Ability to work with US Federal clients and possess an ACTIVE SECRET clearance
• 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

Typical 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