Senior Amazon Connect System Administrator – DoD Healthcare

Role overview

Administer and sustain a cloud-based contact center platform used for healthcare support services, including patient engagement, nurse advice, care coordination, appointments, and referrals. This senior technical role manages daily operations and complex incidents, supports connections to a healthcare CRM, and helps maintain availability and compliance. The successful candidate must be able to obtain and maintain a Public Trust clearance.

Responsibilities - Manage contact center users, access profiles, routing profiles, queues, agent hierarchies, and other platform settings. - Configure phone numbers, IVR menus, prompts, schedules, call routing, transfers, and callbacks; handle routine and complex configuration changes. - Monitor call volumes, wait times, service levels, abandonment, agent availability, and overall system health. - Support workforce management, call recording, transcription, quality management, and contact analytics features. - Maintain integrations with a healthcare CRM, including screen pops, caller identification, activity logging, and related workflows. - Diagnose complex operational issues using logs and contact records, test configuration changes, document procedures, and guide junior support staff.

Requirements - Bachelor’s degree in a related technical field and 4–8 years of relevant experience, or a master’s degree and 2–6 years; equivalent experience may be considered. - At least one year administering Amazon Connect or a comparable enterprise contact center platform. - Experience with contact center configuration, access management, call routing, queues, and operational monitoring. - Ability to investigate and resolve complex issues independently and work within structured incident and change processes. - Strong troubleshooting, documentation, communication, and collaboration skills; ability to meet applicable government personnel security requirements.

Nice to have

AWS certifications; Amazon Connect in healthcare or government settings; Salesforce Health Cloud or Service Cloud integrations; Contact Lens, forecasting, and scheduling; Lambda, S3, CloudWatch, IAM, or GovCloud; call transcription and analytics; telecommunications concepts such as SIP and PSTN; and familiarity with HIPAA, FedRAMP, DoD RMF, or ITIL processes.