Senior Amazon Connect System Administrator

Leidos is seeking an experienced Senior Amazon Connect System Administrator to support the administration, configuration, operation, and sustainment of an enterprise cloud-based contact center platform supporting the Department of Defense (DoD) and Defense Health Agency (DHA).

The successful candidate will be responsible for maintaining daily Amazon Connect operations, including inbound call routing, multi-level interactive voice response (IVR), call queues, agent configurations, workforce management, call recording, transcription, and contact center analytics.

The Amazon Connect environment will integrate with Salesforce Health Cloud to support healthcare contact center operations, including patient engagement, nurse advice services, care coordination, appointment scheduling, and referral management.

Primary Responsibilities

• Administer and maintain Amazon Connect environments, including users, security profiles, routing profiles, agent hierarchies, contact queues, and operational configurations.
• Perform routine and complex moves, adds, and changes (MACs), including agent provisioning, access management, queue assignments, and routing updates.
• Configure and maintain inbound telephone numbers, multi-level IVR menus, prompts, business hours, holiday schedules, call routing, transfers, and callbacks.
• Monitor contact center performance, including call volumes, queue wait times, service levels, abandoned calls, agent availability, and system health.
• Support workforce management capabilities, including forecasting and scheduling configurations, agent adherence monitoring, and operational reporting.
• Administer approved call recording, transcription, quality management, and contact analytics configurations.
• Support operational integrations between Amazon Connect and Salesforce Health Cloud, including screen pops, customer identification, contact activity logging, and associated workflows.
• Provide Tier 2 technical support, troubleshoot complex routing and configuration issues, perform root cause analysis, and escalate software or integration defects to the development team.
• Monitor AWS CloudWatch logs, contact records, operational metrics, and other diagnostic information to identify and resolve system issues.
• Support testing, validation, and deployment of configuration changes, platform updates, and application releases.
• Maintain system documentation, configuration inventories, standard operating procedures, and troubleshooting guides.
• Ensure system administration activities comply with applicable DoD/DHA cybersecurity, privacy, access management, and change control requirements.
• Collaborate with Amazon Connect developers, Salesforce administrators, cloud engineers, cybersecurity personnel, and contact center operations teams to improve platform reliability and operational efficiency.
• Provide technical guidance and mentoring to junior administrators and support personnel.

Required 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.
• Experience troubleshooting contact center configuration, routing, connectivity, and agent-related issues.
• Familiarity with AWS cloud services and monitoring capabilities.
• Experience supporting enterprise production applications in a structured incident and change management environment.
• Ability to independently investigate and resolve complex operational and technical issues.
• Strong analytical, troubleshooting, technical documentation, communication, and collaboration skills.
• Ability to meet applicable DoD/DHA personnel security and suitability requirements.

Preferred Qualifications

• AWS Certified Cloud Practitioner or AWS Certified Solutions Architect – Associate.
• Experience administering Amazon Connect in regulated government or healthcare environments.
• Experience supporting Amazon Connect integrations with Salesforce Health Cloud or Service Cloud.
• Familiarity with Amazon Connect Contact Lens, workforce management, forecasting, scheduling, and agent performance capabilities.
• Experience administering Amazon Lex conversational interfaces, chatbots, or voicebots.
• Familiarity with AWS Lambda, Amazon S3, Amazon CloudWatch, and AWS Identity and Access Management (IAM).
• Experience supporting call recording, transcription, and contact analytics capabilities.
• Experience supporting DoD, DHA, VA, or other federal healthcare programs.
• Familiarity with AWS GovCloud (US) environments.
• Knowledge of HIPAA, FedRAMP, DoD Risk Management Framework (RMF), and applicable cybersecurity requirements.
• Experience with ITIL-based incident, problem, and change management processes.
• Familiarity with telecommunications concepts, SIP, PSTN connectivity, and enterprise contact center voice architecture.