Amazon Connect Knowledge Management Analyst

SDV International is seeking an Amazon Connect Knowledge Management Analyst to support an anticipated contact center modernization effort in a Military Health environment. This position is contingent upon contract award. Qualified candidates may be asked to provide a letter of intent to be included in our proposal. This role sits at the intersection of applied AI, contact center operations, and information management. You’ll make sure both AI agents and human agents can quickly find accurate, relevant information to resolve customer issues, and you’ll measure the impact of that work on contact center performance.

What You’ll Do

• Develop, optimize, and maintain the knowledge base for Amazon Q in Connect, ensuring content is accurately indexed for generative AI-powered agent assistance
• Structure customer data, FAQs, and documents so AI agents can effectively parse and use them
• Assess, prepare, and map data assets from existing CRMs and knowledge repositories so they are available to AI agents
• Analyze call data using Contact Lens to identify common customer intents and map knowledge articles to those intents
• Use AI-powered tools to evaluate customer interactions for quality and compliance
• Track metrics such as Average Handle Time (AHT) and First Contact Resolution (FCR) to measure knowledge base impact
• Partner with business stakeholders to map existing call flows to cloud platforms, SDV INTERNATIONAL is an essential business. The health and safety of our team members is our highest priority, so together with our clients, we are taking a science driven approach to slowly welcome and transition some of our workforce back to the office with many safety protocols in place. This may include periodic site visits for teleworkers and remote workers. We continue to monitor and assess before we confirm the return of each wave, paying specific attention to geography-specific trends., * How have you used contact center data (transcripts, sentiment, call analytics) to identify customer intents or improve knowledge content?
• Which AWS services have you worked with (e.g., Lambda, Transcribe, Comprehend), and in what capacity?
• Describe your experience with content tagging, metadata management, or content lifecycle management.
• Have you tracked metrics such as AHT or FCR? Give an example of how knowledge base changes affected those metrics.
• Do you currently hold an active Public Trust clearance? If not, are you able to obtain one?
• Are you a US citizen and authorized to work for the Federal Government?
• Describe your hands-on experience with Amazon Connect. Which features have you worked with (Contact Lens, Lex, Customer Profiles, Amazon Q in Connect)?
• Describe a project where you structured or prepared knowledge content for an AI-driven agent assist or search-based tool. What was your role?

• 6+ years of experience in knowledge management support
• Deep knowledge of Amazon Connect, including Contact Lens, Lex, and Customer Profiles
• Experience implementing AI-driven agent assist solutions and structuring data for search-based technologies
• Ability to analyze contact center datasets (transcripts, sentiment data) and turn them into actionable insights
• Working knowledge of AWS services (Lambda, Transcribe, Comprehend) and API integration
• Experience with knowledge management practices, including document tagging, metadata management, and content lifecycle management
• Bachelor’s degree in an IT or math-related field, or equivalent experience

Preferred

• Experience supporting Military Health environments
• Familiarity with ServiceNow ITSM, specifically the MHS Service Desk (MHSSHD), * U.S. citizenship
• Active Public Trust clearance, or the ability to obtain one
• Occasional on-site at San Antonio, TX, * Bachelor’s (Required), * knowledge management support: 6 years (Required)

• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Retirement plan
• Tuition reimbursement
• Vision insurance