Junior Amazon Connect System Administrator – DoD Healthcare

Role overview Help operate and support a cloud contact center used for healthcare services. In this junior administration role, you’ll handle routine platform configuration, monitor day-to-day activity, and resolve common issues while working alongside experienced administrators, developers, and contact center teams. The environment connects contact center workflows with a healthcare customer-management platform.

Responsibilities - Manage user accounts, agent access, security profiles, routing profiles, and agent hierarchies. - Maintain queues, operating hours, holiday schedules, call distribution, IVR menus, transfers, and callbacks. - Assist with workforce scheduling, call recording, transcription, and contact analytics configurations. - Monitor queue activity, agent availability, call volumes, service levels, logs, and system notifications. - Investigate routine access, connectivity, routing, and configuration incidents; escalate complex defects and integration issues. - Test approved changes and maintain configuration records, operating procedures, and troubleshooting documentation. - Follow change management, privacy, access control, and cybersecurity procedures.

Requirements - U.S. citizenship and ability to obtain and maintain a Public Trust clearance. - A related bachelor’s degree plus 2–4 years of relevant experience, or a relevant master’s degree with less than 2 years; equivalent experience may be considered. - Familiarity with Amazon Connect or a comparable enterprise contact center platform and with contact center operations. - Strong analytical, communication, documentation, and problem-solving skills. - Ability to work collaboratively with technical colleagues and operational teams.

Nice to have - Production administration experience with Amazon Connect and a relevant AWS certification. - Experience with Salesforce Service Cloud or Health Cloud integrations. - Familiarity with Amazon Lex, Contact Lens, Transcribe, or contact center workforce management. - Experience in healthcare or 24/7 operations, or familiarity with AWS GovCloud, HIPAA, FedRAMP, or defense cybersecurity requirements.