Senior Amazon Connect System Administrator – DoD Healthcare

Leidos is hiring for Global Nurse Advice Line – Next Generation (GNAL-NG), a Defense Health Agency (DHA) service providing reliable, timely, professional, and courteous registered nurse (RN) triage, care advice, care coordination, and customer service, 24 hours a day, 7 days a week to eligible MHS beneficiaries. On GNAL-NG we leverage technology to provide the patient with a superior experience while providing the patient with quick access to a live telehealth RN or care coordinator. Our approach helps provide the appropriate level and place of care, helping to improve healthcare outcomes and reduce total cost of care.

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, and contact center analytics.

The Amazon Connect environment will integrate with Salesforce Health Cloud to support healthcare contact center operations, including patient engagement, nurse advice services, care coordination, appointment scheduling, and referral management. This position will serve as a senior technical resource