Senior AWS Amazon Connect Engineer in Glenn Dale

Leidos is seeking an experienced Senior AWS Amazon Connect Engineer to lead implementation, integration, and operational support for an AI-enabled omnichannel contact center supporting the HUD FHA Resource Center. The selected candidate will own Amazon Connect architecture, contact flows, routing, Salesforce integration, Amazon Lex integration, and deployment of voice and chat capabilities within a secure AWS environment.

Bachelor’s degree and 8+ years of relevant experience OR Masters degree with 6+ years of relevant years of experience. Additional years of relevant experience maybe considered and/or accepted in lieu of degree., Excellent communication skills and the ability to collaborate across technical and program teams.

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• \n Design and deploy Amazon Connect environments for voice and chat service delivery. \n

• \n Build and maintain Contact Flows, IVR workflows, queue design, routing logic, and agent workspace configuration. \n

• \n Implement Amazon Connect Chat and web chat widget integration for omnichannel customer support. \n

• \n Integrate Amazon Connect with Amazon Lex V2, AWS Lambda, Amazon Polly, Amazon Bedrock, CloudWatch, SNS, DynamoDB, S3, IAM, and KMS. \n

• \n Support Salesforce Contact Center with Amazon Connect (SCC-AC), Salesforce Omni-Channel, OAuth authentication, screen pops, and transfer workflows. \n

• \n Develop operational dashboards, call/chat metrics, routing analytics, and performance tuning recommendations. \n

• \n Apply least-privilege IAM, encryption, monitoring, and other security controls aligned to FedRAMP requirements. \n

• \n Partner with AI engineers, cybersecurity personnel, and program leadership to support migration from legacy contact-center tooling to an AWS- stack. \n

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Please Note: This is 100% telework/remote opportunity. However, candidate must be/reside in the Gaithersburg, MD/Washington, DC metro area.

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