AWS Connect Administrator to support the administration, configuration, and ongoing optimization of the Amazon Web Services (AWS) Connect cloud-based contact center platform for our IT Call Center serving government clients. The ideal candidate is a technically proficient and detail-oriented professional with solid hands-on experience administering AWS Connect and related AWS services, a strong understanding of cloud-based contact center operations, and a demonstrated ability to maintain and optimize cloud contact center environments that enable efficient and effective IT Call Center service delivery. They bring strong problem-solving skills, a proactive approach to platform administration and issue resolution, and the ability to work independently and collaboratively in a fully remote environment. Ability to obtain a government security clearance may be required to support Koniag Services Inc. and our government customers. This position is Remote.
We offer competitive compensation and an extraordinary benefits package including health, dental and vision insurance, 401K with company matching, flexible spending accounts, paid holidays, three weeks paid time off, and more.
Position Description:The AWS Connect Administrator will be responsible for the day-to-day administration, configuration, and maintenance of the AWS Connect platform and associated AWS services supporting IT Call Center operations. This individual will work closely with program leadership, the ServiceNow Administrator/Developer, call center operations staff, and government stakeholders to ensure the AWS Connect environment is consistently stable, secure, and optimized to support call center service delivery requirements. Principal responsibilities will include but are not limited to:
- Perform day-to-day administration of the AWS Connect platform, including contact flow configuration, queue management, routing profile maintenance, agent and supervisor user management, and system configuration in support of IT Call Center operational requirements.
- Monitor the health, stability, and performance of the AWS Connect platform on an ongoing basis, proactively identifying and resolving platform issues, configuration errors, and performance degradations to minimize operational impact on call center service delivery.
- Design, configure, and maintain AWS Connect contact flows, IVR (Interactive Voice Response) menus, queue routing logic, and agent whisper flows to support efficient call handling, routing, and escalation processes within the IT Call Center.
- Manage AWS Connect user accounts, security profiles, routing profiles, and agent hierarchies, ensuring all provisioning, deprovisioning, and role modification activities are completed accurately and in compliance with applicable security policies and access management procedures.
- Administer and maintain AWS Connect integrations with related AWS services including Amazon Lex, Amazon Polly, AWS Lambda, Amazon S3, Amazon CloudWatch, and Amazon Kinesis to support IVR automation, call recording, real-time monitoring, and reporting functions.
- Develop and maintain AWS Connect real-time and historical reporting configurations, contact center metrics dashboards, and performance analytics products that provide program leadership and government stakeholders with visibility into call center performance, agent utilization, and SLA compliance.
- Support the administration and maintenance of AWS Connect integrations with the ServiceNow ITSM platform and other enterprise systems, coordinating with the ServiceNow Administrator/Developer to ensure seamless data exchange and workflow alignment between platforms.
- Manage AWS Connect platform updates, configuration changes, and scheduled maintenance activities, coordinating with program leadership and stakeholders to minimize operational disruption during maintenance windows and change implementation periods.
- Conduct regular platform health assessments, capacity reviews, and performance audits of the AWS Connect environment, developing and presenting findings and recommendations to program leadership.
- Provide Tier 2 and Tier 3 platform support to call center staff, supervisors, and end users, troubleshooting and resolving AWS Connect platform issues, connectivity problems, and configuration-related incidents in a timely and effective manner.
- Develop and maintain comprehensive platform administration documentation including configuration records, contact flow diagrams, integration specifications, change logs, and maintenance schedules.
- Ensure all AWS Connect platform administration activities comply with applicable federal security requirements, AWS GovCloud policies, agency security protocols, and contractual obligations, escalating compliance concerns to program leadership as appropriate.
- Support the onboarding and training of call center staff and supervisors on AWS Connect platform features, updated contact flows, and new functionality, developing user guides and knowledge base content as needed.
- Collaborate with program leadership and operations staff to identify opportunities to leverage AWS Connect platform capabilities and related AWS services to enhance call center efficiency, automation, and customer experience.
- Participate in platform review meetings, operational briefings, and cross-functional team sessions, providing AWS Connect platform status updates and contributing technical insights as directed by program leadership.
- Support disaster recovery and business continuity planning activities related to the AWS Connect platform, ensuring failover configurations, backup procedures, and recovery protocols are documented and tested regularly.
Education and Experience:Required:
- Bachelor's degree in Information Technology, Computer Science, Cloud Computing, Information Systems, or a related field from an accredited college or university. Relevant experience may be considered in lieu of a degree.
- 3+ years of hands-on experience administering AWS Connect or equivalent cloud-based contact center platforms in a structured IT service delivery or call center environment.
- Demonstrated experience configuring and maintaining AWS Connect contact flows, IVR menus, queue routing logic, and user management functions.
- Experience administering AWS services related to contact center operations including Amazon Lex, AWS Lambda, Amazon S3, Amazon CloudWatch, or equivalent AWS services.
- AWS Certified Cloud Practitioner certification or demonstrated progress toward obtaining an AWS certification within 6 months of hire.
Preferred:
- Prior experience supporting AWS Connect administration within a federal government contracting or AWS GovCloud environment.
- Experience supporting AWS Connect administration for an IT call center, service desk, or IT managed services program.
- AWS Certified Developer - Associate or AWS Certified SysOps Administrator - Associate certification.
- Experience working in a fully remote IT service delivery environment.
Required Skills and Competencies:- Strong communication skills in English - both written and oral - with the ability to communicate platform status updates, technical issues, and administrative procedures clearly and professionally to both technical and non-technical audiences in a remote work environment.
- Demonstrated hands-on proficiency in AWS Connect platform administration, including contact flow configuration, queue and routing management, user provisioning, security profile management, and system administration activities.
- Working knowledge of AWS Connect integrations with core AWS services including Amazon Lex, Amazon Polly, AWS Lambda, Amazon S3, Amazon CloudWatch, and Amazon Kinesis for IVR automation, call recording, real-time monitoring, and performance reporting purposes.
- Proficiency in AWS Connect real-time and historical reporting, contact center metrics dashboards, and performance analytics configuration for call center SLA monitoring and operational performance visibility.
- Solid understanding of cloud-based contact center operations concepts including IVR design, ACD routing, agent management, call recording, and omnichannel contact handling.
- Familiarity with AWS Identity and Access Management (IAM) principles and best practices as they apply to AWS Connect user management and platform security configuration.
- Strong understanding of IT service management principles and ITIL frameworks as they apply to cloud-based call center operations, including incident management, change management, and problem management.
- Demonstrated ability to troubleshoot and resolve AWS Connect platform issues, connectivity problems, and configuration errors independently and in a timely manner in a remote work environment.
- Proficiency in developing and maintaining platform administration documentation including configuration records, contact flow diagrams, integration specifications, and maintenance procedures.
- Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) and remote collaboration tools such as Microsoft Teams and SharePoint for documentation, communication, and coordination purposes.
- Ability to obtain and maintain a government security clearance as required.
Desired Skills and Competencies:- Active government security clearance (Secret or higher).
- AWS Certified Cloud Practitioner certification.
- AWS Certified Developer - Associate or AWS Certified SysOps Administrator - Associate certification.
- AWS Certified Solutions Architect - Associate certification.
- Experience administering AWS Connect within an AWS GovCloud environment in support of federal government security and compliance requirements.
- Familiarity with federal IT security frameworks and compliance requirements such as NIST, FedRAMP, or FISMA as they relate to cloud platform administration and access management.
- Experience with AWS Connect omnichannel capabilities including chat, task management, and outbound campaign configuration.
- Experience integrating AWS Connect with ServiceNow or equivalent ITSM platforms using REST API or AWS Lambda-based integration patterns.
- Familiarity with AWS Connect Wisdom, AWS Connect Voice ID, or AWS Connect Customer Profiles and their application in an IT call center environment.
- Basic proficiency in scripting or programming languages such as Python, JavaScript, or Node.js as they relate to AWS Lambda function development for AWS Connect automation and integration purposes.
- Experience supporting disaster recovery planning, failover configuration, and business continuity testing for cloud-based contact center platforms.
- ITIL Foundation certification or higher demonstrating knowledge of IT service management principles relevant to cloud-based call center operations.
- Experience with workforce management platform integrations with AWS Connect for agent scheduling, adherence monitoring, and capacity planning purposes.
- Knowledge of Amazon QuickSight or equivalent cloud-based business intelligence tools for advanced AWS Connect performance reporting and analytics.
