AWS Connect Associate

AWS Connect Associate

At Genworth, we empower families to navigate the aging journey with confidence. We are compassionate, experienced allies for those navigating care with guidance, products, and services that meet families where they are. Further, we are the spouses, children, siblings, friends, and neighbors of those that need care—and we bring those experiences with us to work in serving our millions of policyholders each day. 

We apply that same compassion and empathy as we work with each other and our local communities. Genworth values all perspectives, characteristics, and experiences so that employees can bring their full, authentic selves to work to help each other and our company succeed. We celebrate our diversity and understand that being intentional about inclusion is the only way to create a sense of belonging for all associates. We also invest in the vitality of our local communities through grants from the Genworth Foundation, event sponsorships, and employee volunteerism.

Our four values guide our strategy, our decisions, and our interactions:

• Make it human. We care about the people that make up our customers, colleagues, and communities.
• Make it about others. We do what’s best for our customers and collaborate to drive progress. 
• Make it happen. We work with intention toward a common purpose and forge ways forward together. 
• Make it better. We create fulfilling purpose-driven careers by learning from the world and each other.

POSITION LOCATION

This position is available to Virginia residents as Richmond or Lynchburg, VA Hybrid in-office applicants or remote applicants residing in states/locations under Eastern or Central Standard Time: Alabama, Arkansas, Connecticut, Delaware, Florida, Georgia, Illinois, Indiana, Iowa, Kansas, Kentucky, Louisiana, Maine, Maryland, Massachusetts, Michigan, Minnesota, Mississippi, Missouri, Nebraska, New Hampshire, New Jersey, New York, North Carolina, North Dakota, Ohio, Oklahoma, Pennsylvania, Rhode Island, South Carolina, South Dakota, Tennessee, Texas, Virginia, Washington DC, Vermont, West Virginia or Wisconsin.

YOUR ROLE

The AWS Connect Solution Associate will design, implement, and maintain AWS Connect solutions. The architect will work closely with both IT and business teams to develop contact center solutions to improve the Genworth customer experience.

What you will be doing

• Architect and design scalable customer contact solutions using Amazon Connect.
• Integrate Amazon Connect with other AWS services like Lambda, Lex, S3, RDS and external systems for our contact center.
• Develop and maintain scalable and robust architectures for both new and existing applications that leverage Amazon Connect.
• Provide technical leadership in the deployment and configuration of Amazon Connect instances, including call flows, contact attributes, and reporting.
• Engage with business stakeholders to understand their requirements and translate them into technical specifications.
• Ensure compliance with best practices in cloud security.
• Prepare and conduct presentations and demonstrations to business owners to showcase system functionality and features.
• Stay current with the latest updates and features from Amazon Connect and other AWS services, sharing knowledge across the team.
• Support continuous improvement by investigating alternatives and technologies which improve the efficiency of the contact center.
• Document architectures and procedures ensuring that they meet all applicable compliance requirements.

What you bring

• Minimum 4-year degree or equivalent
• Proven work experience with AWS Connect and other AWS Services, at least 3+ years.
• Strong understanding of AWS Connect and contact center operations and technologies.
• 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
• Excellent problem-solving skills and ability to work in a fast-paced environment.
• Effective communication skills, both written and verbal

Employee Benefits & Well-Being

Genworth employees make a difference in people’s lives every day. We’re committed to making a difference in our employees’ lives.

• Competitive Compensation & Total Rewards Incentives
• Comprehensive Healthcare Coverage
• Multiple 401(k) Savings Plan Options
• Auto Enrollment in Employer-Directed Retirement Account Feature (100% employer-funded!)
• Generous Paid Time Off – Including 12 Paid Holidays, Volunteer Time Off and Paid Family Leave
• Disability, Life, and Long Term Care Insurance
• Tuition Reimbursement, Student Loan Repayment and Training & Certification Support
• Wellness support including gym membership reimbursement and Employee Assistance Program resources (work/life support, financial & legal management)
• Caregiver and Mental Health Support Services