Cloud Platform Engineer

Accenture Federal Services•Arlington, VA

12h

About The Position

At Accenture Federal Services, our purpose is to make the US federal government stronger and safer, and to improve the lives of citizens through technology and ingenuity. We are a technology company within the global Accenture network, comprising over 13,000 employees dedicated to serving clients across defense, national security, public safety, civilian, and military health organizations. Recognized as a Glassdoor Top 100 Best Place to Work, we foster a collaborative and supportive community that empowers individuals to grow, learn, and thrive through hands-on experience, certifications, and industry training. Join us to drive meaningful, lasting change that advances critical missions and propels the government forward.

Requirements

US Citizenship.
Deep understanding of cloud-based contact center architecture.
Strong experience with Amazon Connect administration and configuration.
Knowledge of AWS Lambda for implementing custom logic.
Proficiency with Amazon Connect reporting and analytics tools.
Solid understanding of telephony concepts (SIP, PSTN, etc.).
Ability to interpret and improve contact center metrics.
Excellent troubleshooting and problem‑solving abilities.
Strong communication skills for cross‑functional interaction.

Nice To Haves

Experience with IVR design and implementation within Amazon Connect.
Knowledge of contact center security and compliance standards.
Experience with CTI integration and API development.

Responsibilities

Support Contact Center operations leveraging Amazon Connect and related AWS CCaaS solutions.
Administer and configure Amazon Connect for enterprise platform deployments.
Design and implement IVR workflows within Amazon Connect.
Integrate CTI and develop APIs to enhance contact center capabilities.
Develop and optimize AWS Lambda–based logic for custom contact center functions.
Monitor, interpret, and optimize contact center metrics and reporting.
Troubleshoot issues across cloud contact center components, telephony, and integrations.
Collaborate with both technical and non‑technical stakeholders to ensure platform performance and alignment with business needs.