Senior Amazon Connect Engineer (Remote) - Healthcare Gov

Leidos

United States

On-site

USD 87,000 - 157,000

Full time

2 days ago

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Job summary

Leidos is seeking a Senior Amazon Connect System Administrator to support DoD/DHA enterprise contact center operations, including configuring IVR, routing, queues, and workforce management for the GNAL-NG program. You will ensure system availability, perform changes, monitor CloudWatch, integrate with Salesforce Health Cloud, and provide Tier 2 support while maintaining DoD security requirements.

The role requires a Bachelor's in a related field with 4-8 years of experience, AWS knowledge, and

Qualifications

Bachelor's degree in Computer Science, Information Technology, Information Systems, or a related technical discipline and 4-8 years of relevant experience; or a master's degree with 2-6 years of relevant experience.
At least 1 year of hands-on experience administering Amazon Connect or a comparable enterprise contact center platform.
Experience configuring and maintaining contact center users, queues, routing profiles, operating hours, IVR menus, and call distribution settings.
Understanding of enterprise contact center operations, including inbound call routing, agent management, contact handling, and service-level performance metrics.
Experience supporting call recording, workforce management, contact center reporting, or quality management capabilities.

Responsibilities

Administer and maintain Amazon Connect environments, including users, security profiles, routing profiles, agent hierarchies, contact queues, and operational configurations.
Perform moves, adds, and changes (MACs) for provisioning and routing updates.
Configure inbound numbers, IVR menus, business hours, and call routing.
Monitor contact center performance metrics and system health.
Support workforce management configurations and operational reporting.
Maintain documentation and ensure compliance with DoD/DHA security requirements.