We are currently seeking a talented and motivated
Senior AWS Connect Specialistf or a full-timeposition.
Position OverviewPosition Summary
The Senior AWS Connect Specialist leads the design, configuration, and optimization of Amazon Connect contact center solutions supporting the DOL-EBSA program's Design, Modernization & Enhancement (DME) and Operations & Maintenance (O&M) work. This role serves as the technical lead for the program's AWS Connect capability, including the current AWS Connect opportunity and the buildout of a reusable delivery accelerator, and works directly with EBSA stakeholders, the AWS partner team, and internal engineering staff to deliver a compliant, scalable contact center solution.
Key Responsibilities
- Lead end-to-end design and configuration of Amazon Connect instances, including contact flows, queues, routing profiles, and Lex/Lambda integrations for EBSA's contact center use cases.
- Serve as the primary technical point of contact for the AWS partner team on the AWS Connect opportunity, coordinating solution design reviews and technical validation sessions.
- Develop and maintain a reusable AWS Connect delivery accelerator (reference architecture, deployment templates, and configuration playbooks) to speed future DME rollouts.
- Translate EBSA stakeholder requirements gathered during design sprints and user interviews into Connect solution designs and implementation plans.
- Support O&M operations for existing Connect deployments, including monitoring, incident triage, and performance tuning.
- Ensure Connect configurations meet Section 508 accessibility, federal data handling, and DOL security requirements.
- Mentor mid-level and junior engineering staff on Connect best practices and contribute to program documentation and knowledge transfer materials.
- Coordinate with the Program Manager and COR on status reporting, risk identification, and schedule impacts related to the AWS Connect workstream.
Required Qualifications
- Bachelor's degree in Computer Science, Information Systems, or a related field, plus 7+ years of relevant IT experience, of which 4+ years involve Amazon Connect or comparable CCaaS platform implementation.
- Two years of directly relevant experience may substitute for one year of the required education.
- Demonstrated hands-on experience configuring Amazon Connect contact flows, routing profiles, queues, and integrations with AWS Lambda, Lex, and related services.
- Experience working directly with AWS or an AWS partner team on solution design and validation.
- Strong understanding of contact center operations concepts (IVR, ACD, omnichannel routing) as applied to a government or large-enterprise environment.
Preferred Qualifications
- AWS Certified Solutions Architect (Associate or Professional) or an Amazon Connect-specific certification.
- Prior experience supporting a Department of Labor or other federal contact center modernization effort.
- Familiarity with Agile delivery practices and design-sprint-based requirements gathering.
- Experience building reusable accelerators, reference architectures, or infrastructure-as-code templates for repeatable client delivery
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