AWS Connect Engineer

About Us

Full Potential Solutions (FPS) is a performance-based, analytically driven omnichannel solutions organization with operations in Kansas City, MO, Chennai, India, Bogota, Colombia, and Manila, Philippines that puts culture and employees first. We are a rapidly growing global company, employing the best people, processes, and proprietary technology to deliver groundbreaking solutions for our clients and fulfilling careers for our employees.

We invest in our people and put culture first because we believe that happy, fulfilled teams deliver breakthrough results. FPS offers a competitive suite of benefits for our employees, including a lucrative compensation program, medical, dental, and vision benefits, and the opportunity for high-potential career growth with a fast-growing company.

Our Core Values:

• Integrity - Do what's right for everyone: clients, shareholders, partners & colleagues, TEAM is more important than self, and create an atmosphere of mutual respect
• Excellence - Deliver exceptional client results, Reward and recognize performance, and Relentless pursuit of improvement
• Accountability - Act like an owner, take pride in our work, Measure results (your own and our clients), Be passionate
• Grace - Respect and appreciate differences, Care for one another, Humility, Make work personal

Our Mission: To create conditions within which people can thrive

The AWS Contact Center Engineer will design, implement, and maintain AWS Connect
solutions. This role involves working closely with clients and business teams to develop scalable and robust contact center systems that enhance customer experience.

Duties and Responsibilities:

You will:

• Design and implement contact center workflows, including call routing, queue
  management, and integration with external systems.
• Develop and maintain IVR systems for efficient customer experience.
• Ensure high availability and reliability of AWS Connect infrastructure
• Collaborate with cross-functional teams to gather requirements and deliver customized solutions
• Provide technical guidance and support to the contact center and other stakeholders
• Stay updated with the latest AWS services and technologies relevant to contact center solutions.
• Integrate AWS Connect with other AWS Services, such as Lambda, DynamoDB, S3,
  Kinesis, and others, to enable seamless data exchange and leverage advanced
  functionalities.
• Develop and maintain custom AWS Connect applications using AWS Connect APIs to enhance contact center capabilities and meet specific business requirements.
• Conduct performance analysis and optimization of AWS Connect solutions to improve contact center efficiency, scalability, and customer experience.
• Provide timely resolution to customer/client inquiries and incidents, ensuring high
  customer satisfaction.
• Conduct regular audits of system performance, optimizing AWS Connect solutions to enhance efficiency and user experience
• Creating and maintaining comprehensive system and project documentation.
• Have a lot of fun…it's unavoidable
• Work directly with and learn from the business, product, analytics and engineering
  leaders across the organization
• Exhibit our core values: integrity, excellence, accountability and grace
  Your experience and skills
• Proven work experience with AWS Connect and other AWS Services
• Strong understanding of AWS Connect and contact center operations and technologies
• Excellent problem-solving skills and ability to work in a fast-paced environment
• Effective communication skills, both written and verbal
• Experience with programming languages such as Python/Javascript for automation and integration tasks
• AWS certifications, such as AWS Certified Solutions Architect - Associate or AWS
  Certified Developer, are a plus.
• Familiarity with contact center technologies such as IVR systems, ACD systems and CRM Integrations