AWS Connect Admin

Koniag Services Inc. a Koniag Government Services company is seeking a skilled and experienced AWS Connect Administrator to support the administration configuration and ongoing optimization of the Amazon Web Services (AWS) Connect cloud-based contact center platform for our IT Call Center serving government clients. The ideal candidate is a technically proficient and detail-oriented professional with solid hands-on experience administering AWS Connect and related AWS services a strong understanding of cloud-based contact center operations and a demonstrated ability to maintain and optimize cloud contact center environments that enable efficient and effective IT Call Center service delivery. They bring strong problem-solving skills a proactive approach to platform administration and issue resolution and the ability to work independently and collaboratively in a fully remote environment. Ability to obtain a government security clearance may be required to support Koniag Services Inc. and our government customers. This position is offer competitive compensation and an extraordinary benefits package including health dental and vision insurance 401K with company matching flexible spending accounts paid holidays three weeks paid time off and Description:The AWS Connect Administrator will be responsible for the day-to-day administration configuration and maintenance of the AWS Connect platform and associated AWS services supporting IT Call Center operations. This individual will work closely with program leadership the ServiceNow Administrator/Developer call center operations staff and government stakeholders to ensure the AWS Connect environment is consistently stable secure and optimized to support call center service delivery requirements. Principal responsibilities will include but are not limited to:Perform day-to-day administration of the AWS Connect platform including contact flow configuration queue management routing profile maintenance agent and supervisor user management and system configuration in support of IT Call Center operational the health stability and performance of the AWS Connect platform on an ongoing basis proactively identifying and resolving platform issues configuration errors and performance degradations to minimize operational impact on call center service configure and maintain AWS Connect contact flows IVR (Interactive Voice Response) menus queue routing logic and agent whisper flows to support efficient call handling routing and escalation processes within the IT Call AWS Connect user accounts security profiles routing profiles and agent hierarchies ensuring all provisioning deprovisioning and role modification activities are completed accurately and in compliance with applicable security policies and access management and maintain AWS Connect integrations with related AWS services including Amazon Lex Amazon Polly AWS Lambda Amazon S3 Amazon CloudWatch and Amazon Kinesis to support IVR automation call recording real-time monitoring and reporting and maintain AWS Connect real-time and historical reporting configurations contact center metrics dashboards and performance analytics products that provide program leadership and government stakeholders with visibility into call center performance agent utilization and SLA the administration and maintenance of AWS Connect integrations with the ServiceNow ITSM platform and other enterprise systems coordinating with the ServiceNow Administrator/Developer to ensure seamless data exchange and workflow alignment between AWS Connect platform updates configuration changes and scheduled maintenance activities coordinating with program leadership and stakeholders to minimize operational disruption during maintenance windows and change implementation regular platform health assessments capacity reviews and performance audits of the AWS Connect environment developing and presenting findings and recommendations to program Tier 2 and Tier 3 platform support to call center staff supervisors and end users troubleshooting and resolving AWS Connect platform issues connectivity problems and configuration-related incidents in a timely and effective and maintain comprehensive platform administration documentation including configuration records contact flow diagrams integration specifications change logs and maintenance all AWS Connect platform administration activities comply with applicable federal security requirements AWS GovCloud policies agency security protocols and contractual obligations escalating compliance concerns to program leadership as the onboarding and training of call center staff and supervisors on AWS Connect platform features updated contact flows and new functionality developing user guides and knowledge base content as with program leadership and operations staff to identify opportunities to leverage AWS Connect platform capabilities and related AWS services to enhance call center efficiency automation and customer in platform review meetings operational briefings and cross-functional team sessions providing AWS Connect platform status updates and contributing technical insights as directed by program disaster recovery and business continuity planning activities related to the AWS Connect platform ensuring failover configurations backup procedures and recovery protocols are documented and tested and Experience:Required:Bachelors 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 IT service delivery or call center experience configuring and maintaining AWS Connect contact flows IVR menus queue routing logic and user management administering AWS services related to contact center operations including Amazon Lex AWS Lambda Amazon S3 Amazon CloudWatch or equivalent AWS Certified Cloud Practitioner certification or demonstrated progress toward obtaining an AWS certification within 6 months of :Prior experience supporting AWS Connect administration within a federal government contracting or AWS GovCloud supporting AWS Connect administration for an IT call center service desk or IT managed services Certified Developer Associate or AWS Certified SysOps Administrator Associate working in a fully remote IT service delivery Skills and Competencies: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 hands-on proficiency in AWS Connect platform administration including contact flow configuration queue and routing management user provisioning security profile management and system administration 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 in AWS Connect real-time and historical reporting contact center metrics dashboards and performance analytics configuration for call center SLA monitoring and operational performance understanding of cloud-based contact center operations concepts including IVR design ACD routing agent management call recording and omnichannel contact with AWS Identity and Access Management (IAM) principles and best practices as they apply to AWS Connect user management and platform security understanding of IT service management principles and ITIL frameworks as they apply to cloud-based call center operations including incident management change management and problem ability to troubleshoot and resolve AWS Connect platform issues connectivity problems and configuration errors independently and in a timely manner in a remote work in developing and maintaining platform administration documentation including configuration records contact flow diagrams integration specifications and maintenance in Microsoft Office Suite (Word Excel PowerPoint Outlook) and remote collaboration tools such as Microsoft Teams and SharePoint for documentation communication and coordination to obtain and maintain a government security clearance as Skills and Competencies:Active government security clearance (Secret or higher).AWS Certified Cloud Practitioner Certified Developer Associate or AWS Certified SysOps Administrator Associate Certified Solutions Architect Associate administering AWS Connect within an AWS GovCloud environment in support of federal government security and compliance with federal IT security frameworks and compliance requirements such as NIST FedRAMP or FISMA as they relate to cloud platform administration and access with AWS Connect omnichannel capabilities including chat task management and outbound campaign integrating AWS Connect with ServiceNow or equivalent ITSM platforms using REST API or AWS Lambda-based integration with AWS Connect Wisdom AWS Connect Voice ID or AWS Connect Customer Profiles and their application in an IT call center proficiency in scripting or programming languages such as Python JavaScript or as they relate to AWS Lambda function development for AWS Connect automation and integration supporting disaster recovery planning failover configuration and business continuity testing for cloud-based contact center Foundation certification or higher demonstrating knowledge of IT service management principles relevant to cloud-based call center with workforce management platform integrations with AWS Connect for agent scheduling adherence monitoring and capacity planning of Amazon QuickSight or equivalent cloud-based business intelligence tools for advanced AWS Connect performance reporting and Equal Employment Opportunity Policy: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 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 or by calling 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 Opportunity Employer/Veterans/Disabled. Shareholder Preference in accordance with Public Law 88-352