AWS Connect Admin & Ops Specialist (Remote)

Koniag Information Security Services, LLC

Nashville (TN)

Remote

USD 90,000 - 140,000

Full time

14 days+

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Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) retirement plan

Paid time off

Paid parental leave

Life and disability insurance

Flexible spending accounts

Commuter benefits

Tuition reimbursement

Remote work

Job summary

Koniag Information Security Services, LLC in Nashville, TN seeks an AWS Connect Administrator to manage day-to-day operations of the AWS Connect platform and related AWS services supporting call center operations. You will partner with program leadership, the ServiceNow ITSM team, and government stakeholders to keep the environment secure, stable, and optimized.

Responsibilities include configuring contact flows, IVR menus, queue routing, user provisioning, monitoring health and performance, and

Qualifications

Bachelor's degree in Information Technology, Computer Science, Cloud Computing, or related field.
3+ years hands-on experience administering AWS Connect or equivalent cloud-based contact center platforms.
Experience configuring AWS Connect contact flows, IVR menus, and user management.

Responsibilities

Administer AWS Connect everyday operations including contact flows, queues, routing profiles, and user management.
Monitor platform health and performance, proactively resolving issues to minimize disruption.
Design and maintain IVR menus, contact flows, and agent whisper flows for efficient routing.
Manage AWS Connect integrations with Lex, Polly, Lambda, S3, CloudWatch, and Kinesis.
Develop real-time and historical reporting configurations and dashboards.
Maintain integration with ServiceNow ITSM and other enterprise systems.
Ensure security and compliance with applicable policies and federal requirements.