AWS Connect Admin

Posted Tuesday, August 4, 2026 at 4:00 AM

Koniag Services Inc., a Koniag Government Services company, is seeking a skilled and experienced AWS Connect Administrator to support the administration, configuration, and ongoing optimization of the Amazon Web Services (AWS) Connect cloud-based contact center platform for our IT Call Center serving government clients. The ideal candidate is a technically proficient and detail-oriented professional with solid hands‑on experience administering AWS Connect and related AWS services, a strong understanding of cloud-based contact center operations, and a demonstrated ability to maintain and optimize cloud contact center environments that enable efficient and effective IT Call Center service delivery.

They bring strong problem-solving skills, a proactive approach to platform administration and issue resolution, and the ability to work independently and collaboratively in a fully remote environment. Ability to obtain a government security clearance may be required to support Koniag Services Inc. and our government customers. This position is Remote.

We offer competitive compensation and an extraordinary benefits package including health, dental and vision insurance, 401K with company matching, flexible spending accounts, paid holidays, three weeks paid time off, and more.

The AWS Connect Administrator will be responsible for the day‑to‑day administration, configuration, and maintenance of the AWS Connect platform and associated AWS services supporting IT Call Center operations. This individual will work closely with program leadership, the Service Now Administrator/Developer, call center operations staff, and government stakeholders to ensure the AWS Connect environment is consistently stable, secure, and optimized to support call center service delivery requirements.

Principal responsibilities will include but are not limited to:

• Perform day‑to‑day administration of the AWS Connect platform, including contact flow configuration, queue management, routing profile maintenance, agent and supervisor user management, and system configuration in support of IT Call Center operational requirements.
• Monitor the health, stability, and performance of the AWS Connect platform on an ongoing basis, proactively identifying and resolving platform issues, configuration errors, and performance degradations to minimize operational impact on call center service delivery.
• Design, configure, and maintain AWS Connect contact flows, IVR (Interactive Voice Response) menus, queue routing logic, and agent whisper flows to support efficient call handling, routing, and escalation processes within the IT Call Center.
• Manage AWS Connect user accounts, security profiles, routing profiles, and agent hierarchies, ensuring all provisioning, deprovisioning, and role modification activities are completed accurately and in compliance with applicable security policies and access management procedures.
• Administer and maintain AWS Connect integrations with related AWS services including Amazon Lex, Amazon Polly, AWS Lambda, Amazon S3, Amazon Cloud Watch, and Amazon Kinesis to support IVR automation, call recording, real‑time monitoring, and reporting functions.
• Develop and maintain AWS Connect real‑time and historical reporting configurations, contact center metrics dashboards, and performance analytics products that provide program leadership and government stakeholders with visibility into call center performance, agent utilization, and SLA compliance.
• Support the administration and maintenance of AWS Connect integrations with the Service Now ITSM platform and other enterprise systems, coordinating with the Service Now Administrator/Developer to ensure seamless data exchange and workflow alignment between platforms.
• Manage AWS Connect platform updates, configuration changes, and scheduled maintenance activities, coordinating with program leadership and stakeholders to minimize operational disruption during maintenance windows and change implementation periods.
• Conduct regular platform health assessments, capacity reviews, and performance audits of the AWS Connect environment,…