[Hiring] Contact Center as a Service/AWS Connect System Administrator Senior @TekSynap

Role Description

• Administer and support cloud-native infrastructure powering Telecommunication systems, with a strong focus on AWS-hosted services, including AWS Connect, EC2, and S3.
• Perform day-to-day system administration tasks within AWS GovCloud, including provisioning, configuring, monitoring, and patching Linux-based virtual machines.
• Manage telephony workloads and services within AWS Connect, ensuring high availability, security, and performance for mission-critical communication.
• Monitor cloud system performance using CloudWatch, CloudTrail, and Splunk, diagnosing and resolving infrastructure issues to maintain 24/7 uptime.
• Implement and maintain system hardening, encryption, IAM roles, network policies (VPC, security groups), and multi-factor authentication to comply with security standards.
• Utilize Infrastructure as Code (IaC) tools such as AWS CloudFormation, Ansible, or Terraform to automate infrastructure provisioning and configuration.
• Support secure data backup/recovery processes for cloud environments, aligning with federal continuity and audit requirements.
• Contribute to CI/CD pipelines and DevSecOps practices in collaboration with cloud developers.
• Participate in SAFe Agile ceremonies, including planning, stand-ups, retrospectives, and system demos.
• Serve in an on-call rotation, ensuring rapid response to service-impacting incidents in telecommunication systems.

Qualifications

• Active Top Secret Clearance
• Deep understanding of AWS Connect operations, call flow configuration, contact lens integration, and AWS Lex/Lambda integration.
• In lieu of AWS Connect, experience with any Contact Center as a Service (CCaaS) platform such as Azure Contact Center, Genesys Cloud CX/3CX, Twilio, NICE CXone, Five9, Talkdesk, Cisco Webex Contact Center/Webex CC, Aircall, GoToConnect/GTC, RingCentral, Vonage Contact Center.
• Experience implementing and managing AWS Identity and Access Management (IAM), CloudWatch, S3, EC2, and CloudFormation. Relevant Azure or any secure GovCloud environment can be substituted for AWS experience.
• Familiarity with networking concepts in cloud environments including VPC, routing tables, security groups, and load balancing.
• Experience working in an Agile organization (Scrum, Kanban, Jira, Confluence, or preferably SAFe.)

Requirements

• 3+ years of AWS, Azure, or Google cloud infrastructure experience, preferably within GovCloud or similar secure environments.
• 7+ years of experience administering Linux systems
• Hands-on experience automating cloud infrastructure using Ansible, Terraform, CloudFormation, or similar.
• Knowledge of cloud security best practices, including NIST 800-53 and FedRAMP-aligned controls.
• A background in telecom/VoIP (Avaya, Cisco, Vonage etc) is helpful but not required.

Benefits

• Competitive benefits package including health, dental, vision, 401K, life insurance, short-term and long-term disability plans, vacation time, and holidays.

Company Description

TekSynap is a fast-growing high-tech company that understands both the pace of technology today and the need to have a comprehensive well-planned information management environment. “Technology moving at the speed of thought” embodies these principles – the need to nimbly utilize the best that information technology offers to meet the business needs of our Federal Government customers.