AWS Connect Admin

• Bachelor's degree in Information Technology, Computer Science, Cloud Computing, Information Systems, or a related field from an accredited college or university. Relevant experience may be considered in lieu of a degree.
• 3+ years of hands-on experience administering AWS Connect or equivalent cloud-based contact center platforms in a structured service delivery or call center environment.
• Demonstrated experience configuring and maintaining AWS Connect contact flows, IVR menus, queue routing logic, and user management functions.
• Experience administering AWS services related to contact center operations, including Amazon Lex, AWS Lambda, Amazon S3, Amazon CloudWatch, or equivalent AWS services.
• AWS Certified Cloud Practitioner certification or demonstrated progress toward obtaining an AWS certification within 6 months of hire.

• Prior experience supporting AWS Connect administration within a federal government contracting or AWS GovCloud environment.
• Experience supporting AWS Connect administration for a call center, service desk, or managed services program.
• AWS Certified Developer – Associate or AWS Certified SysOps Administrator – Associate certification.
• Experience working in a fully remote service delivery environment.

• Strong communication skills in English – both written and oral – with the ability to communicate platform status updates, technical issues, and administrative procedures clearly and professionally to both technical and non-technical audiences in a remote work environment.
• Demonstrated hands-on proficiency in AWS Connect platform administration, including contact flow configuration, queue and routing management, user provisioning, security profile management, and system administration activities.
• Working knowledge of AWS Connect integrations with core AWS services including Amazon Lex, Amazon Polly, AWS Lambda, Amazon S3, Amazon CloudWatch, and Amazon Kinesis for IVR automation, call recording, real-time monitoring, and performance reporting purposes.
• Proficiency in AWS Connect real-time and historical reporting, contact center metrics dashboards, and performance analytics configuration for call center SLA monitoring and operational performance visibility.
• Solid understanding of cloud-based contact center operations concepts including IVR design, ACD routing, agent management, call recording, and omnichannel contact handling.
• Familiarity with AWS Identity and Access Management (IAM) principles and best practices as they apply to AWS Connect user management and platform security configuration.
• Strong understanding of service management principles and ITIL frameworks as they apply to cloud-based call center operations, including incident management, change management, and problem management.
• Demonstrated ability to troubleshoot and resolve AWS Connect platform issues, connectivity problems, and configuration errors independently and in a timely manner in a remote work environment.
• Proficiency in developing and maintaining platform administration documentation including configuration records, contact flow diagrams, integration specifications, and maintenance procedures.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) and remote collaboration tools such as Microsoft Teams and SharePoint for documentation, communication, and coordination purposes.
• Ability to obtain and maintain a government security clearance as required.

• Active government security clearance (Secret or higher).
• AWS Certified Cloud Practitioner certification.
• AWS Certified Developer – Associate or AWS Certified SysOps Administrator – Associate certification.
• AWS Certified Solutions Architect – Associate certification.
• Experience administering AWS Connect within an AWS GovCloud environment in support of federal government security and compliance requirements.
• Familiarity with federal security frameworks and compliance requirements such as NIST, FedRAMP, or FISMA as they relate to cloud platform administration and access management.
• Experience with AWS Connect omnichannel capabilities including chat, task management, and outbound campaign configuration.
• Experience integrating AWS Connect with ServiceNow or equivalent ITSM platforms using REST API or AWS Lambda-based integration patterns.
• Familiarity with AWS Connect Wisdom, AWS Connect Voice ID, or AWS Connect Customer Profiles and their application in a call center environment.
• Basic proficiency in scripting or programming languages such as Python, JavaScript, or Node.js as they relate to AWS Lambda function development for AWS Connect automation and integration purposes.
• Experience supporting disaster recovery planning, failover configuration, and business continuity testing for cloud-based contact center platforms.
• ITIL Foundation certification or higher demonstrating knowledge of service management principles relevant to cloud-based call center operations.
• Experience with workforce management platform integrations with AWS Connect for agent scheduling, adherence monitoring, and capacity planning purposes.
• Knowledge of Amazon QuickSight or equivalent cloud-based business intelligence tools for advanced AWS Connect performance reporting and analytics.

The company is an equal opportunity employer. The company shall not discriminate against any employee or applicant because of race, color, religion, creed, ethnicity, sex, sexual orientation, gender or gender identity (except where gender is a bona fide occupational qualification), national origin or ancestry, age, disability, citizenship, military/veteran status, marital status, genetic information or any other characteristic protected by applicable federal, state, or local law. We are committed to equal employment opportunity in all decisions related to employment, promotion, wages, benefits, and all other privileges, terms, and conditions of employment.

The company is dedicated to seeking all qualified applicants.

If you require an accommodation to navigate or to apply to a position on our website, please contact Heaven Wood via e-mail at accommodations@koniag-gs.com or by calling 703-488-9377 to request accommodations.

Koniag Government Services (KGS) is an Alaska Native Owned corporation supporting the values and traditions of our native communities through an agile employee and corporate culture that delivers Enterprise Solutions, Professional Services and Operational Management to Federal Government Agencies.

As a wholly owned subsidiary of Koniag, we apply our proven commercial solutions to a deep knowledge of Defense and Civilian missions to provide forward leaning technical, professional, and operational solutions.

KGS enables successful mission outcomes for our customers through solution-oriented business partnerships and a commitment to exceptional service delivery.

We ensure long-term success with a continuous improvement approach while balancing the collective interests of our customers, employees, and native communities.

For more information, please visit www.koniag-gs.com .

Equal Opportunity Employer/Veterans/Disabled.

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