Senior Amazon Connect Engineer – DoD Healthcare Cloud

Leidos; United States; À distance; USD 87 000 - 157 000; Plein temps

Résumé du poste

Leidos is seeking a Senior Amazon Connect System Administrator to maintain a cloud-based contact center for DoD/DHA operations. The role covers provisioning, IVR, routing, analytics, and integration with Salesforce Health Cloud. You will ensure platform reliability, compliance, and incident resolution.

You will collaborate with cloud engineers, developers, cybersecurity personnel, and operations teams to optimize performance and security. A Public Trust clearance is required later.

Qualifications

• Bachelor's degree in a technical field with 4–8 years of relevant experience, or a master's with 2–6 years.
• At least 1 year of hands-on Amazon Connect administration experience.
• Experience configuring contact center users, queues, routing profiles, operating hours, IVR menus, and call distribution settings.
• Familiar with AWS cloud services and monitoring capabilities.
• Ability to independently investigate and resolve complex operational and technical issues.
• Strong analytical, troubleshooting, technical documentation, communication, and collaboration skills.

Responsabilités

• Administer and maintain Amazon Connect environments, including users, security profiles, routing profiles, agent hierarchies, contact queues, and operational configurations.
• Perform MACs including provisioning, access management, queue assignments, and routing updates.
• Configure inbound numbers, IVR menus, business hours, holiday schedules, call routing, transfers, and callbacks.
• Monitor contact center performance: call volumes, wait times, service levels, abandons, agent availability, and system health.
• Support workforce management: forecasting, scheduling, adherence, and reporting.
• Provide Tier 2 support, troubleshoot routing issues, analyze root causes, and escalate defects as needed.
• Ensure compliance with DoD/DHA cybersecurity and privacy requirements.

Connaissances

Analytical skills

Troubleshooting

Technical documentation

Communication

Collaboration

AWS understanding

Formation

Bachelor's degree in Computer Science / IT / Information Systems

Master's degree (CS/IT/IS)

Outils

Amazon Connect

Salesforce Health Cloud

AWS Lambda

AWS CloudWatch

IAM

AWS Cloud Services

Description du poste

Leidos is seeking a Senior Amazon Connect System Administrator to maintain a cloud-based contact center for DoD/DHA operations. The role covers provisioning, IVR, routing, analytics, and integration with Salesforce Health Cloud. You will ensure platform reliability, compliance, and incident resolution.

You will collaborate with cloud engineers, developers, cybersecurity personnel, and operations teams to optimize performance and security. A Public Trust clearance is required later.