Junior Amazon Connect System Administrator – DoD Healthcare

Leidos is seeking a Junior Amazon Connect System Administrator to support the daily administration, configuration, operation, and maintenance of an enterprise cloud-based contact center platform supporting the Department of Defense (DoD) and Defense Health Agency (DHA). The successful candidate will perform routine system administration activities, including user account management, agent provisioning, queue configuration, call routing updates, and basic interactive voice response (IVR) maintenance. The position will also assist with workforce management configurations, call recording, transcription, operational monitoring, and troubleshooting.

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. This position will work closely with senior Amazon Connect administrators, developers, Salesforce technical personnel, and contact center operations teams to maintain a secure, reliable, and efficient contact center environment.

Must have US Citizenship and the ability to successfully obtain and maintain a Public Trust Security Clearance.

Primary 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 (MACs), 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 administration of workforce management capabilities, 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 available 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.

Required Qualifications

• 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 Qualifications

• Hands-on experience administering Amazon Connect in a production environment.

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

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

• Familiarity with Amazon Lex, Contact Lens, Amazon Transcribe, and Amazon Connect workforce management capabilities.

• Experience supporting healthcare contact centers or other 24/7 service operations.

• Familiarity with AWS GovCloud, HIPAA, FedRAMP, or DoD cybersecurity requirements.

• Experience supporting federal government or DoD programs.

*Please be advised that during the interview, you will be required to keep your camera on, and your interviewer will be taking your picture for identification purposes if an offer letter is extended to you.

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