Senior AWS Connect Specialist

NuAxis Innovations; Washington (District of Columbia); On-site; USD 120,000 - 170,000; Full time

Job summary

NuAxis Innovations, a federal IT company, seeks a Senior AWS Connect Specialist to design, configure, and optimize Amazon Connect for the EBSA program. You will lead technical efforts, coordinate with the AWS partner team, and drive scalable contact center solutions while ensuring compliance with accessibility and security standards.

The role demands hands-on expertise with contact flows, queues, Lex/Lambda integrations, and end-to-end delivery acceleration.

Qualifications

• Bachelor’s degree in Computer Science, Information Systems, or related field with 7+ years IT experience; 4+ years in Amazon Connect or similar CCaaS.
• 2 years of experience can substitute for 1 year of education.
• Hands-on experience configuring Amazon Connect: contact flows, queues, routing, Lambda, Lex.
• Experience collaborating with AWS or partner teams on design and validation.
• Strong understanding of contact center operations (IVR, ACD, omnichannel) in gov/enterprise environments.

Responsibilities

• Lead end-to-end design and configuration of Amazon Connect instances, including flows, queues, routing, and Lex/Lambda integrations.
• Serve as the technical lead coordinating solution design reviews with the AWS partner team.
• Develop a reusable AWS Connect delivery accelerator for faster DME rollouts.
• Translate stakeholder requirements into Connect design and implementation plans.
• Support O&M for existing Connect deployments: monitoring, incident triage, performance tuning.

Skills

Amazon Connect

AWS Lambda

Lex integration

CCaaS

Contact flows

Education

Bachelor’s degree with 7+ years IT experience

Job description

We are a federal IT company on a mission to make customer experience (CX) the center of every government solution.

Technology is our Passion. People are our Purpose.

We know tech, but we love people. NuAxis is home to thinkers and feelers, engineers and artists. We work hard and support each other along the way. Teamwork is more than just a buzzword for us; it is a state of mind.

We believe happy employees do amazing work, so join our team NOW! We are currently seeking a talented and motivated Senior AWS Connect Specialist for a full-time position.

Position Overview

The Senior AWS Connect Specialist leads the design, configuration, and optimization of Amazon Connect contact center solutions supporting the DOL-EBSA program's Design, Modernization & Enhancement (DME) and Operations & Maintenance (O&M) work. This role serves as the technical lead for the program's AWS Connect capability, including the current AWS Connect opportunity and the buildout of a reusable delivery accelerator, and works directly with EBSA stakeholders, the AWS partner team, and internal engineering staff to deliver a compliant, scalable contact center solution.

Key Responsibilities

• Lead end-to-end design and configuration of Amazon Connect instances, including contact flows, queues, routing profiles, and Lex/Lambda integrations for EBSA's contact center use cases.
• Serve as the primary technical point of contact for the AWS partner team on the AWS Connect opportunity, coordinating solution design reviews and technical validation sessions.
• Develop and maintain a reusable AWS Connect delivery accelerator (reference architecture, deployment templates, and configuration playbooks) to speed future DME rollouts.
• Translate EBSA stakeholder requirements gathered during design sprints and user interviews into Connect solution designs and implementation plans.
• Support O&M operations for existing Connect deployments, including monitoring, incident triage, and performance tuning.
• Ensure Connect configurations meet Section 508 accessibility, federal data handling, and DOL security requirements.
• Mentor mid-level and junior engineering staff on Connect best practices and contribute to program documentation and knowledge transfer materials.
• Coordinate with the Program Manager and COR on status reporting, risk identification, and schedule impacts related to the AWS Connect workstream.

Required Qualifications

• Bachelor's degree in Computer Science, Information Systems, or a related field, plus 7+ years of relevant IT experience, of which 4+ years involve Amazon Connect or comparable CCaaS platform implementation.
• Two years of directly relevant experience may substitute for one year of the required education.
• Demonstrated hands-on experience configuring Amazon Connect contact flows, routing profiles, queues, and integrations with AWS Lambda, Lex, and related services.
• Experience working directly with AWS or an AWS partner team on solution design and validation.
• Strong understanding of contact center operations concepts (IVR, ACD, omnichannel routing) as applied to a government or large-enterprise environment.

Preferred Qualifications

• AWS Certified Solutions Architect (Associate or Professional) or an Amazon Connect-specific certification.
• Prior experience supporting a Department of Labor or other federal contact center modernization effort.
• Familiarity with Agile delivery practices and design-sprint-based requirements gathering.
• Experience building reusable accelerators, reference architectures, or infrastructure-as-code templates for repeatable client delivery.

Our Profile

We are an IT company with a unique mission - to make people the center of every federal IT solution. Our technologists have always gone the extra mile to help our federal clients succeed. And over the years, we saw a growing disconnect in how federal IT initiatives were built and managed. Time after time, programs failed because the focus was on the tools and products and not the people using them. Learn More.

NuAxis is an Equal Opportunity Employer, Employment is contingent upon successful completion of a background investigation. Learn More about our Benefits and Culture! #NAI #DICE