Job Title:AWS Connect SUBJECT MATTER EXPERT
Location: REMOTE (Need to travel when needed) Employment Type: contract

About VLink: Started in 2006 and headquartered in Connecticut, VLink is one of the fastest growing digital technology services and consulting companies. Since its inception, our innovative team members have been solving the most complex business, and IT challenges of our global clients.
Scope of Work:
The AWS SME will play a critical role in optimizing and transitioning DSS's 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.

Required Skills and Experience:
The following outlines the preferred qualifications for this position:
• Design and implement Amazon Connect contact center solutions for our business
• Developing and deploying Amazon Connect features
• Collaborate with development team to integrate Amazon Connect with other systems and platforms
• Configuring workflows and integrations
• Provide technical support and troubleshooting Amazon Connect issues
• Analyze and optimize contact center performance and efficiency
• Develop and maintain documentation for Amazon Connect configurations and processes
• Continuously stay up-to-date with the latest Amazon Connect features and best practices
• Work closely with cross-functional teams, including business and IT, to ensure seamless customer interactions.
• Proficient in AWS services such as Lambda, Lex (for AI-driven chatbots), and Kinesis.
• Experience in integrating Amazon Connect with other platforms (e.g., CRM, workforce management, analytics platforms). Knowledge of Salesforce preferred.
• Experience working with business stakeholders in related industries
• Experience with and understanding of full project or product lifecycle

Bachelor's degree in computer science or related field, 5+ years of experience with cloud-based technologies. Proficiency in Java, Python, or AWS SDKs and strong problem-solving skills are required.

Employment Practices:
EEO, ADA, FMLA Compliant
VLink is an equal opportunity employer. At VLink, we are committed to embracing diversity, multiculturalism, and inclusion. VLink does not discriminate on the basis of race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law. All aspects of employment including the decision to hire, promote, or discharge, will be decided on the basis of qualifications, merit, performance, and business needs.