[Hiring] Senior Amazon Connect System Administrator @Leidos

Role Description

Leidos is seeking an experienced Senior Amazon Connect System Administrator to support the administration, configuration, operation, and sustainment of an enterprise cloud-based contact center platform supporting the Department of Defense (DoD) and Defense Health Agency (DHA).

The successful candidate will be responsible for maintaining daily Amazon Connect operations, including:

• Inbound call routing
• Multi-level interactive voice response (IVR)
• Call queues
• Agent configurations
• Workforce management
• Call recording
• Transcription
• Contact center analytics

This position will serve as a senior technical resource responsible for:

• Maintaining platform availability
• Managing configuration changes
• Resolving complex technical incidents
• Supporting compliance with applicable government security and privacy requirements

Must be able to obtain and maintain a Public Trust Security Clearance.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, Information Systems, or a related technical discipline and 4–8 years of relevant experience, or a master's degree with 2–6 years of relevant experience. Equivalent experience may be considered in accordance with Leidos policies.
• At least 1 year of hands-on experience administering Amazon Connect or a comparable enterprise contact center platform.
• Experience configuring and maintaining contact center users, queues, routing profiles, operating hours, IVR menus, and call distribution settings.
• Understanding of enterprise contact center operations, including inbound call routing, agent management, contact handling, and service-level performance metrics.
• Experience supporting call recording, workforce management, contact center reporting, or quality management capabilities.
• Experience troubleshooting contact center configuration, routing, connectivity, and agent-related issues.
• Familiarity with AWS cloud services and monitoring capabilities.
• Experience supporting enterprise production applications in a structured incident and change management environment.
• Ability to independently investigate and resolve complex operational and technical issues.
• Strong analytical, troubleshooting, technical documentation, communication, and collaboration skills.
• Ability to meet applicable DoD/DHA personnel security and suitability requirements.

Requirements

• AWS Certified Cloud Practitioner or AWS Certified Solutions Architect – Associate (preferred).
• Experience administering Amazon Connect in regulated government or healthcare environments.
• Experience supporting Amazon Connect integrations with Salesforce Health Cloud or Service Cloud.
• Familiarity with Amazon Connect Contact Lens, workforce management, forecasting, scheduling, and agent performance capabilities.
• Experience administering Amazon Lex conversational interfaces, chatbots, or voicebots.
• Familiarity with AWS Lambda, Amazon S3, Amazon CloudWatch, and AWS Identity and Access Management (IAM).
• Experience supporting call recording, transcription, and contact analytics capabilities.
• Experience supporting DoD, DHA, VA, or other federal healthcare programs.
• Familiarity with AWS GovCloud (US) environments.
• Knowledge of HIPAA, FedRAMP, DoD Risk Management Framework (RMF), and applicable cybersecurity requirements.
• Experience with ITIL-based incident, problem, and change management processes.
• Familiarity with telecommunications concepts, SIP, PSTN connectivity, and enterprise contact center voice architecture.

Benefits

• Competitive salary
• Comprehensive health benefits
• Retirement plans
• Professional development opportunities
• Flexible work arrangements

Company Description

At Leidos, we outthink, outbuild, and outpace the status quo — because the mission demands it. We're not hiring followers. We're recruiting the ones who disrupt, provoke, and refuse to fail.

Original Posting: November 6, 2026

For U.S. Positions: While subject to change based on business needs, Leidos reasonably anticipates that this job requisition will remain open for at least 3 days with an anticipated close date of no earlier than 3 days after the original posting date as listed above.

Pay Range: $87,100.00 - $157,450.00

The Leidos pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.