Amazon Connect Developer

Leidos

2d•$107,900 - $195,050

About The Position

Leidos is seeking an experienced Amazon Connect Developer to design, develop, test, implement, and maintain cloud-based contact center capabilities supporting the Department of Defense (DoD) and Defense Health Agency (DHA). The role develops and enhances Amazon Connect functionality, including multi-level IVR, intelligent call routing, conversational AI, chatbots, workforce management integrations, call recording, transcription, and contact center analytics. The Amazon Connect environment integrates with Salesforce Health Cloud to support healthcare contact center operations such as patient engagement, nurse advice services, care coordination, appointment scheduling, and referral management. The developer participates in the full software development lifecycle and collaborates with developers, system administrators, cloud engineers, cybersecurity personnel, and program stakeholders to deliver secure, scalable, and reliable contact center solutions.

Requirements

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 Haves

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.

Responsibilities

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.