Senior AWS Connect Specialist

NuAxis, LLC; Washington (District of Columbia); Hybrid; USD 120,000 - 160,000; Full time

Job summary

NuAxis seeks a Senior AWS Connect Specialist to lead design and deployment of Amazon Connect across EBSA programs. You will collaborate with EBSA stakeholders, AWS teams, and engineering staff to deliver compliant, scalable contact center solutions.

The role focuses on end-to-end Connect configuration, solution validation, and O&M support, ensuring accessibility and federal security standards are met. Strong leadership and gov-sector experience are essential.

Qualifications

• 7+ years of IT experience with 4+ years in Amazon Connect or CCaaS.
• Hands-on experience configuring Connect contact flows, routing profiles, queues, and Lambda/Lex integrations.
• Experience with AWS or an AWS partner team on design and validation.
• Knowledge of contact center operations (IVR, ACD, omnichannel) in gov or large-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 primary technical contact for the AWS partner team on the Connect opportunity.
• Develop and maintain a reusable AWS Connect delivery accelerator (reference architecture, templates, playbooks).
• Translate stakeholder requirements into Connect designs and implementation plans.
• Support O&M operations: monitoring, incident triage, and performance tuning.
• Ensure Connect configurations meet Section 508 accessibility and security requirements.
• Mentor mid-level and junior engineers on Connect best practices and contribute to program docs.
• Coordinate with the Program Manager and COR on status, risk, and schedule impacts.

Skills

Amazon Connect

AWS Lambda integration

Lex integration

CCaaS concepts

Government/enterprise environments

Education

Bachelor's degree in Computer Science, Information Systems, or a related field

Tools

AWS Console

Terraform/CloudFormation

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’s 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

Position Summary

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!

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