Contact Center as a Service/AWS Connect System Administrator Senior

TekSynap•, MA

8d•Remote

About The Position

TekSynap is a fast-growing high-tech company that understands both the pace of technology today and the need to have a comprehensive well planned information management environment. “Technology moving at the speed of thought” embodies these principles – the need to nimbly utilize the best that information technology offers to meet the business needs of our Federal Government customers. The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of the job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. Location: Candidates must reside in one of our approved hiring states within the United States. Remote or In-Person: 100% remote/nationwide (with one initial visit to Clarksburg, WV – travel reimbursed) Type of environment: Office Noise level: Medium Work schedule: Schedule is an 8-hour day shift Monday – Friday. Core work hours are 9:00 a.m. through 4:00 p.m. ET. 8-hour shift hours for the team as a whole can be staggered between the hours of 6:00 a.m. and 6:00 p.m. ET. List of Approved States: AL, AK, AZ, AR, CT, DE, FL, GA, ID, IN, IO, KS, KY, LA, ME, MI, MS, MO, MT, NE, NV, NH, NM, NC, ND, OH, OK, OR, PA, RI, SC, SD, TN, TX, UT, VA, WV, WI, WY. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to use hands to handle, feel, touch; reach with hands and arms; talk and hear. The employee is regularly required to stand; walk; sit; climb or balance; and stoop, kneel, crouch, or crawl. The employee is regularly required to lift up to 10 pounds. The employee is frequently required to lift up to 25 pounds; and up to 50 pounds. The vision requirements include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus. Active Top Secret Clearance Required US Citizen Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice. TekSynap is a drug-free workplace. We reserve the right to conduct drug testing in accordance with federal, state, and local laws. All employees and candidates may be subject to drug screening if deemed necessary to ensure a safe and compliant working environment. In order to provide equal employment and advancement opportunities to all individuals, employment decisions will be based on merit, qualifications, and abilities. TekSynap does not discriminate against any person because of race, color, creed, religion, sex, national origin, disability, age, genetic information or any other characteristic protected by law (referred to as “protected status”). This nondiscrimination policy extends to all terms, conditions, and privileges of employment as well as the use of all company facilities, participation in all company-sponsored activities, and all employment actions such as promotions, compensation, benefits, and termination of employment.

Requirements

Active Top Secret Clearance
Deep understanding of AWS Connect operations, call flow configuration, contact lens integration, and AWS Lex/Lambda integration.
In lieu of AWS Connect, experience with any Contact Center as a Service (CCaaS) platform such as Azure Contact Center, Genesys Cloud CX/3CX, Twilio, NICE CXone, Five9, Talkdesk, Cisco Webex Contact Center/Webex CC, Aircall, GoToConnect/GTC, RingCentral, Vonage Contact Center.
Experience implementing and managing AWS Identity and Access Management (IAM), CloudWatch, S3, EC2, and CloudFormation. Relevant Azure or any secure GovCloud environment can be substituted for AWS experience.
Familiarity with networking concepts in cloud environments including VPC, routing tables, security groups, and load balancing.
Experience working in an Agile organization (Scrum, Kanban, Jira, Confluence, or preferably SAFe.)
US Citizen

Nice To Haves

3+ years of AWS, Azure, or Google cloud infrastructure experience, preferably within GovCloud or similar secure environments.
7+ years of experience administering Linux systems
Hands-on experience automating cloud infrastructure using Ansible, Terraform, CloudFormation, or similar.
Knowledge of cloud security best practices, including NIST 800-53 and FedRAMP-aligned controls.
A background in telecom/VoIP (Avaya, Cisco, Vonage etc) is helpful but not required.

Responsibilities

Administer and support cloud-native infrastructure powering Telecommunication systems, with a strong focus on AWS-hosted services, including AWS Connect, EC2, and S3.
Perform day-to-day system administration tasks within AWS GovCloud, including provisioning, configuring, monitoring, and patching Linux-based virtual machines.
Manage telephony workloads and services within AWS Connect, ensuring high availability, security, and performance for mission-critical communication.
Monitor cloud system performance using CloudWatch, CloudTrail, and Splunk, diagnosing and resolving infrastructure issues to maintain 24/7 uptime.
Implement and maintain system hardening, encryption, IAM roles, network policies (VPC, security groups), and multi-factor authentication to comply with security standards.
Utilize Infrastructure as Code (IaC) tools such as AWS CloudFormation, Ansible, or Terraform to automate infrastructure provisioning and configuration.
Support secure data backup/recovery processes for cloud environments, aligning with federal continuity and audit requirements.
Contribute to CI/CD pipelines and DevSecOps practices in collaboration with cloud developers.
Participate in SAFe Agile ceremonies, including planning, stand-ups, retrospectives, and system demos.
Serve in an on-call rotation, ensuring rapid response to service-impacting incidents in telecommunication systems.