Junior Amazon Connect System Administrator – DoD Healthcare
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Job Description
Junior Amazon Connect administrator supporting Leidos’ DoD and DHA healthcare contact centers. Maintaining Amazon Connect, Salesforce Health Cloud integrations, routing, IVR, monitoring, and Tier 2 support.
Responsibilities:
- Perform daily Amazon Connect administration, including user provisioning, account updates, security profile assignments, routing profiles, and agent hierarchy maintenance
- Execute approved moves, adds, and changes, including agent assignments, queue updates, access modifications, and operational configuration changes
- Configure and maintain contact queues, operating hours, holiday schedules, routing profiles, and standard call distribution settings
- Implement approved updates to multi-level IVR menus, prompts, announcements, call transfers, and callback configurations
- Assist with workforce management configurations, including agent scheduling configurations, staffing groups, and operational reporting
- Support configuration and maintenance of approved call recording, transcription, and contact analytics capabilities
- Monitor contact center operations, including queue performance, agent availability, call volumes, service levels, and system notifications
- Provide Tier 2 application support by investigating and resolving routine Amazon Connect configuration, user access, call routing, and agent connectivity issues
- Monitor AWS CloudWatch logs, contact records, and diagnostic information to identify operational issues
- Escalate complex technical incidents, software defects, and integration problems to senior administrators or the Tier 3 development team
- Support operational integration with Salesforce Health Cloud, including agent screen pops, contact identification, call activity logging, and associated workflows
- Assist with testing and validation of configuration changes, platform updates, and application releases
- Maintain system configuration records, standard operating procedures, troubleshooting guides, and support documentation
- Follow established change management, access control, cybersecurity, and privacy procedures applicable to DoD/DHA systems
- Collaborate with senior administrators, developers, cybersecurity personnel, and contact center operations teams to resolve issues and improve platform reliability
Requirements:
- Must have US Citizenship
- Ability to successfully obtain and maintain a Public Trust Security Clearance
- Bachelor's degree in Computer Science, Information Technology, Information Systems, or a related technical discipline and 2–4 years of relevant experience, or a master's degree with less than 2 years of relevant experience
- Equivalent experience may be considered in accordance with Leidos policies
- Familiarity with Amazon Connect or comparable enterprise contact center platforms
- Understanding of contact center operations
- Strong analytical, communication, documentation, and problem-solving skills
- Ability to work collaboratively with technical teams and contact center operations personnel
- Ability to meet applicable DoD/DHA personnel security and suitability requirements
- Preferred: hands-on experience administering Amazon Connect in a production environment
- Preferred: AWS Certified Cloud Practitioner or AWS Certified Solutions Architect – Associate
- Preferred: experience supporting Amazon Connect integrations with Salesforce Service Cloud or Health Cloud
- Preferred: familiarity with Amazon Lex, Contact Lens, Amazon Transcribe, and Amazon Connect workforce management capabilities
- Preferred: experience supporting healthcare contact centers or other 24/7 service operations
- Preferred: familiarity with AWS GovCloud, HIPAA, FedRAMP, or DoD cybersecurity requirements
- Preferred: experience supporting federal government or DoD programs
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