Senior System Administrator – Amazon Connect, DoD Healthcare

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee and manage Amazon Connect environments, including user accounts, security profiles, routing profiles, agent hierarchies, contact queues, and operational configurations.

• Execute routine and complex changes, including agent provisioning, access management, queue assignments, and routing updates.

• Set up and maintain inbound telephone numbers, multi-tier IVR menus, prompts, business hours, holiday schedules, call routing, transfers, and callbacks.

• Monitor the performance of the contact center, tracking call volumes, queue wait times, service levels, abandoned calls, agent availability, and system health.

• Assist with workforce management functions, such as forecasting and scheduling configurations, agent adherence monitoring, and operational reporting.

• Manage approved call recording, transcription, quality management, and contact analytics configurations.

• Facilitate operational integrations between Amazon Connect and Salesforce Health Cloud, including screen pops, customer identification, contact activity logging, and related workflows.

• Provide Tier 2 technical support, troubleshoot intricate routing and configuration issues, conduct root cause analysis, and escalate software or integration defects to the development team.

• Analyze AWS CloudWatch logs, contact records, operational metrics, and other diagnostic information to identify and resolve system issues.

• Assist in testing, validating, and deploying configuration changes, platform updates, and application releases.

• Maintain comprehensive system documentation, configuration inventories, standard operating procedures, and troubleshooting guides.

• Ensure that system administration activities comply with applicable DoD/DHA cybersecurity, privacy, access management, and change control standards.

• Collaborate with Amazon Connect developers, Salesforce administrators, cloud engineers, cybersecurity personnel, and contact center operations teams to enhance platform reliability and operational efficiency.

• Provide technical guidance and mentorship to junior administrators and support staff.

⛳️ Requirements

• Must be eligible to obtain and maintain a Public Trust Security Clearance.

• Bachelor's degree in Computer Science, Information Technology, Information Systems, or a related technical field, accompanied by 4–8 years of relevant experience, or a master's degree with 2–6 years of pertinent experience.

• Equivalent experience may be considered in accordance with Leidos policies.

• At least 1 year of practical experience administering Amazon Connect or a similar enterprise contact center platform.

• Experience in 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.

• Familiarity with call recording, workforce management, contact center reporting, or quality management capabilities.

• Experience troubleshooting contact center configuration, routing, connectivity, and agent-related issues.

• Knowledge of AWS cloud services and monitoring capabilities.

• Experience supporting enterprise production applications in a structured incident and change management framework.

• Ability to independently investigate and resolve complex operational and technical challenges.

• Strong analytical, troubleshooting, technical documentation, communication, and collaboration skills.

• Ability to meet applicable DoD/DHA personnel security and suitability standards.

• Preferred: AWS Certified Cloud Practitioner or AWS Certified Solutions Architect – Associate.

• Preferred: Experience managing Amazon Connect in regulated government or healthcare settings.

• Preferred: Experience supporting Amazon Connect integrations with Salesforce Health Cloud or Service Cloud.

• Preferred: Familiarity with Amazon Connect Contact Lens, workforce management, forecasting, scheduling, and agent performance functionalities.

• Preferred: Experience managing Amazon Lex conversational interfaces, chatbots, or voicebots.

• Preferred: Familiarity with AWS Lambda, Amazon S3, Amazon CloudWatch, and AWS Identity and Access Management (IAM).

• Preferred: Experience supporting call recording, transcription, and contact analytics functionalities.

• Preferred: Experience supporting DoD, DHA, VA, or other federal healthcare programs.

• Preferred: Familiarity with AWS GovCloud (US) environments.

• Preferred: Knowledge of HIPAA, FedRAMP, DoD Risk Management Framework (RMF), and relevant cybersecurity requirements.

• Preferred: Experience with ITIL-based incident, problem, and change management processes.

• Preferred: Familiarity with telecommunications concepts, SIP, PSTN connectivity, and enterprise contact center voice architecture.

🏝️ Benefits

• Comprehensive health, dental, and vision insurance plans.

• Flexible work hours and remote work options.

• Opportunities for professional development and certification reimbursement.

• Retirement savings plan with company match.

• Paid time off and holiday leave.