Amazon Connect Developer

Overview

Design, develop, test, implement, and maintain cloud-based contact center capabilities supporting the Department of Defense (DoD) and Defense Health Agency (DHA), including Amazon Connect integration with Salesforce Health Cloud.

What you'll do

• Design, develop, test, and maintain Amazon Connect contact flows, multi-level IVR applications, inbound and outbound call routing, queues, callbacks, and automated self-service capabilities.
• Develop conversational AI solutions using Amazon Lex, including voicebots, chatbots, intents, dialog management, and automated customer interactions.
• Develop serverless application components using AWS Lambda, Python, JavaScript, TypeScript, and associated AWS services.
• Design and maintain integrations between Amazon Connect and Salesforce Health Cloud, including customer identification, screen pops, case creation, contact activity logging, and API-based data exchanges.
• Develop and maintain integrations supporting workforce management, call recording, transcription, contact analytics, and operational reporting.
• Implement secure REST APIs, event-driven processing, data transformations, authentication, and error-handling mechanisms.
• Develop and execute unit tests, integration tests, and automated validation procedures for contact center applications and integrations.
• Provide Tier 3 technical support, including troubleshooting complex IVR, call routing, chatbot, integration, and application performance issues.
• Perform root cause analysis and implement corrective actions for recurring software defects and production incidents.
• Participate in Agile development, code reviews, CI/CD processes, release planning, and production deployments.
• Maintain technical documentation, contact flow diagrams, integration specifications, and deployment procedures.
• Ensure application development follows applicable DoD/DHA cybersecurity, privacy, and information protection requirements.

What you'll need

• Bachelor's degree in Computer Science, Software Engineering, Information Technology, or a related technical discipline and 8-12 years of relevant experience, or a master's degree with 6-10 years of relevant experience; equivalent experience may be considered in accordance with Leidos policies.
• At least 2 years of hands-on Amazon Connect development or comparable cloud contact center application development experience.
• Experience designing and implementing IVR, call routing, contact flows, or automated contact center solutions.
• Experience developing applications using Python, JavaScript, TypeScript, or comparable programming languages.
• Experience developing AWS Lambda functions and integrating cloud services with enterprise applications.
• Experience with REST APIs, JSON, authentication, and enterprise application integrations.
• Familiarity with Amazon Connect queues, routing profiles, contact flows, and contact handling concepts.
• Experience with Git-based source control, Agile development, software testing, and application deployment processes.
• Understanding of AWS security concepts, including IAM, encryption, and secure application integration.
• Strong analytical, troubleshooting, technical documentation, and communication skills.
• Ability to work independently and collaborate with developers, administrators, architects, and other technical stakeholders.
• Ability to meet applicable DoD/DHA personnel security and suitability requirements.

Nice to have

• AWS Certified Developer – Associate or AWS Certified Solutions Architect – Associate.
• Experience integrating Amazon Connect with Salesforce Health Cloud or Service Cloud.
• Experience developing conversational AI solutions using Amazon Lex, including chatbots and voicebots.
• Experience with AWS Lambda, API Gateway, DynamoDB, S3, EventBridge, and CloudWatch.
• Experience implementing call recording, transcription, and analytics using Amazon Connect Contact Lens, Amazon Transcribe, or comparable technologies.
• Familiarity with Amazon Connect workforce management, forecasting, scheduling, and contact center analytics.
• Experience developing applications in AWS GovCloud or other regulated government cloud environments.
• Experience supporting DoD, DHA, VA, or other federal healthcare programs.
• Knowledge of HIPAA, FedRAMP, DoD RMF, and applicable cybersecurity requirements.
• Experience with infrastructure-as-code, automated testing, and CI/CD pipelines.
• Familiarity with telecommunications concepts, SIP, PSTN connectivity, and enterprise contact center architectures.
• Experience developing integrations with healthcare systems, CRM platforms, or enterprise identity management services.

Details

• Remote/teleworker position in the US.
• Pay range: $107,900.00 - $195,050.00.