Leidos is hiring for Global Nurse Advice Line – Next Generation (GNAL-NG), a Defense Health Agency (DHA) service providing reliable, timely, professional, and courteous registered nurse (RN) triage, care advice, care coordination, and customer service, 24 hours a day, 7 days a week to eligible MHS beneficiaries. On GNAL-NG we leverage technology to provide the patient with a superior experience while providing the patient with quick access to a live telehealth RN or care coordinator. Our approach helps provide the appropriate level and place of care, helping to improve healthcare outcomes and reduce total cost of care.
Leidos is seeking an experienced Senior Amazon Connect System Administrator to support the administration, configuration, operation, and sustainment of an enterprise cloud-based contact center platform supporting the Department of Defense (DoD) and Defense Health Agency (DHA).
The successful candidate will be responsible for maintaining daily Amazon Connect operations, including inbound call routing, multi-level interactive voice response (IVR), call queues, agent configurations, workforce management, call recording, transcription, and contact center analytics.
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 serve as a senior technical resource responsible for maintaining platform availability, managing configuration changes, resolving complex technical incidents, and supporting compliance with applicable government security and privacy requirements.
Must be able to obtain and maintain a Public Trust Security Clearanc e.
Primary Responsibilities
Administer and maintain Amazon Connect environments, including users, security profiles, routing profiles, agent hierarchies, contact queues, and operational configurations.
Perform routine and complex moves, adds, and changes (MACs), including agent provisioning, access management, queue assignments, and routing updates.
Configure and maintain inbound telephone numbers, multi-level IVR menus, prompts, business hours, holiday schedules, call routing, transfers, and callbacks.
Monitor contact center performance, including call volumes, queue wait times, service levels, abandoned calls, agent availability, and system health.
Support workforce management capabilities, including forecasting and scheduling configurations, agent adherence monitoring, and operational reporting.
Administer approved call recording, transcription, quality management, and contact analytics configurations.
Support operational integrations between Amazon Connect and Salesforce Health Cloud, including screen pops, customer identification, contact activity logging, and associated workflows.
Provide Tier 2 technical support, troubleshoot complex routing and configuration issues, perform root cause analysis, and escalate software or integration defects to the development team.
Monitor AWS CloudWatch logs, contact records, operational metrics, and other diagnostic information to identify and resolve system issues.
Support testing, validation, and deployment of configuration changes, platform updates, and application releases.
Maintain system documentation, configuration inventories, standard operating procedures, and troubleshooting guides.
Ensure system administration activities comply with applicable DoD/DHA cybersecurity, privacy, access management, and change control requirements.
Collaborate with Amazon Connect developers, Salesforce administrators, cloud engineers, cybersecurity personnel, and contact center operations teams to improve platform reliability and operational efficiency.
Provide technical guidance and mentoring to junior administrators and support personnel.
Required Qualifications
Bachelor's degree in Computer Science, Information Technology, Information Systems, or a…