Senior Amazon Connect Engineer – DoD Health Cloud

Leidos

United States

Remote

USD 87,000 - 157,000

Full time

3 days ago

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Job summary

Leidos is hiring for a Senior Amazon Connect System Administrator to support a DoD/DHA enterprise contact center. The role focuses on administering Amazon Connect, configuring IVR and routing, and ensuring platform reliability in a cloud-based environment integrated with Salesforce Health Cloud.

You will monitor performance, support workforce management, and provide Tier 2 troubleshooting while maintaining security and privacy requirements. A Public Trust clearance is expected for this position.

Qualifications

Bachelor's degree or higher in a related technical discipline with relevant experience.
Hands-on experience administering Amazon Connect or similar enterprise contact center platform.
Experience configuring contact center users, queues, routing profiles, hours and IVR menus.
Familiarity with enterprise contact center operations, including SLA metrics and analytics.

Responsibilities

Administer and maintain Amazon Connect environments, including users and routing.
Perform MACs for agents, queues, and routing updates.
Configure inbound numbers, multi-level IVR, prompts, and schedules.
Monitor call volumes, queues, and service levels to ensure performance.
Support workforce management, forecasting, and adherence monitoring.
Configure call recording, transcription, and contact analytics.
Integrate Amazon Connect with Salesforce Health Cloud and related workflows.
Provide Tier 2 support and root-cause analysis for issues.