Remote AWS Connect Administrator for Cloud Contact Center

Koniag Government Services; Nashville (TN); On-site; USD 110,000 - 140,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k)

Paid time off

Parental leave

Life insurance

Disability insurance

FSAs

Commuter benefits

Tuition reimbursement

Job summary

Koniag Government Services is seeking an experienced AWS Connect Administrator to support the administration, configuration, and optimization of the AWS Connect contact center for our government clients. The role requires hands-on experience with AWS Connect, related AWS services, and a proactive approach to platform administration in a remote environment.

You will design contact flows, manage user provisioning, monitor performance, develop reporting, and collaborate with IT security and federal

Qualifications

• Bachelor's degree in IT or related field or equivalent experience.
• 3+ years hands-on AWS Connect or equivalent cloud contact center administration.
• Experience configuring contact flows, IVR, queues, routing, and user provisioning.
• Experience with Lex, Polly, Lambda, S3, CloudWatch, Kinesis, and ITSM integrations.
• AWS certification or progress toward certification within 6 months.

Responsibilities

• Administer AWS Connect including contact flows, queues, routing, and user management.
• Monitor health, performance, and issues; resolve configuration errors promptly.
• Design and maintain contact flows, IVR menus, routing, and whisper flows.
• Manage security profiles, IAM concepts, and provisioning/deprovisioning processes.
• Develop real-time and historical reporting, dashboards, and analytics.
• Collaborate with ServiceNow and other enterprise systems for data exchange.
• Coordinate platform updates, maintenance windows, and change management.
• Provide Tier 2/3 support to call center staff and supervisors.

Skills

AWS Connect administration

Cloud-based contact centers

Security/compliance

Troubleshooting

Documentation & reporting

Remote collaboration

Education

Bachelor's degree in IT or related field

Tools

Amazon Lex

Amazon Polly

AWS Lambda

Amazon S3

Amazon CloudWatch

Amazon Kinesis

ServiceNow

Microsoft Office

Job description

Koniag Government Services is seeking an experienced AWS Connect Administrator to support the administration, configuration, and optimization of the AWS Connect contact center for our government clients. The role requires hands-on experience with AWS Connect, related AWS services, and a proactive approach to platform administration in a remote environment.

You will design contact flows, manage user provisioning, monitor performance, develop reporting, and collaborate with IT security and federal