Chat Agent Jobs in Washington (NOW HIRING)

Description

Leidos is seeking an experienced Senior AWS Amazon Connect Engineer to lead implementation, integration, and operational support for an AI-enabled omnichannel contact center supporting the HUD FHA Resource Center. The selected candidate will own Amazon Connect architecture, contact flows, routing, Salesforce integration, Amazon Lex integration, and deployment of voice and chat capabilities within a secure AWS environment.

Core Responsibilities:

• Design and deploy Amazon Connect environments for voice and chat service delivery.

• Build and maintain Contact Flows, IVR workflows, queue design, routing logic, and agent workspace configuration.

• Implement Amazon Connect Chat and web chat widget integration for omnichannel customer support.

• Integrate Amazon Connect with Amazon Lex V2, AWS Lambda, Amazon Polly, Amazon Bedrock, CloudWatch, SNS, DynamoDB, S3, IAM, and KMS.

• Support Salesforce Contact Center with Amazon Connect (SCC-AC), Salesforce Omni-Channel, OAuth authentication, screen pops, and transfer workflows.

• Develop operational dashboards, call/chat metrics, routing analytics, and performance tuning recommendations.

• Apply least-privilege IAM, encryption, monitoring, and other security controls aligned to FedRAMP requirements.

• Partner with AI engineers, cybersecurity personnel, and program leadership to support migration from legacy contact-center tooling to an AWS-native stack.

Please Note: This is 100% telework/remote opportunity.  However, candidate must be/reside in the Gaithersburg, MD/Washington, DC metro area.

Required Qualifications:

• Bachelor’s degree and 8+ years of relevant experience OR Masters degree with 6+ years of relevant years of experience. Additional years of relevant experience maybe considered and/or accepted in lieu of degree.

• 8+ years of related cloud/contact-center engineering experience. 

• At least 5 years of hands-on Amazon Connect experience.

• Demonstrated experience integrating Amazon Connect with Amazon Lex and Salesforce.

• Strong AWS architecture, networking, and Lambda experience.

• Experience supporting enterprise migration efforts and production operations in regulated environments.

• Excellent communication skills and the ability to collaborate across technical and program teams.

• Ability to obtain and maintain a Public Trust security clearance.

• US Citizen.

Preferred Qualifications:

• AWS certifications such as Solutions Architect Professional or Advanced Networking.

• Amazon Connect migration experience from a prior enterprise CCaaS platform.

• Experience supporting FedRAMP Moderate environments and government programs.

• Background in government customer service or contact-center operations.

• Experience with CI/CD, infrastructure as code, and operational observability.

Success Measures:

• Amazon Connect voice and chat channels are deployed and stable.

• Salesforce integration and live-agent transfer pathways operate seamlessly.

• Security, monitoring, and operational readiness requirements are met.

• The platform supports reliable routing, efficient handling, and a strong customer experience.

Target Technical Skills:  Highly Desired/Preferred Skills (Nice to Have):

• Amazon Connect, Contact Flows, Amazon Connect Chat, Amazon Lex V2, Amazon Polly.

• AWS Lambda, IAM, KMS, CloudWatch, S3, DynamoDB, SNS.

• Salesforce Omni-Channel, SCC-AC, OAuth 2.0, REST APIs.

• Python, CloudFormation or Terraform, CI/CD, operational reporting.

Please Note:  The program budget salary for this role could fall anywhere between $130,000 to low/mid $150,000 with a slight wiggle room (no guarantees) based on relevant experience and assessment.  Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law. 

If you're looking for comfort, keep scrolling. At Leidos, we outthink, outbuild, and outpace the status quo — because the mission demands it. We're not hiring followers. We're recruiting the ones who disrupt, provoke, and refuse to fail. Step 10 is ancient history. We're already at step 30 — and moving faster than anyone else dares.

The Leidos pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.

About Leidos

Leidos is an industry and technology leader serving government and commercial customers with smarter, more efficient digital and mission innovations. Headquartered in Reston, Virginia, with 47,000 global employees, Leidos reported annual revenues of approximately $16.7 billion for the fiscal year ended January 3, 2025. For more information, visit www.Leidos.com.

Pay and Benefits

Pay and benefits are fundamental to any career decision. That's why we craft compensation packages that reflect the importance of the work we do for our customers. Employment benefits include competitive compensation, Health and Wellness programs, Income Protection, Paid Leave and Retirement. More details are available at www.leidos.com/careers/pay-benefits.

Securing Your Data

Beware of fake employment opportunities using Leidos’ name. Leidos will never ask you to provide payment-related information during any part of the employment application process (i.e., ask you for money), nor will Leidos ever advance money as part of the hiring process (i.e., send you a check or money order before doing any work). Further, Leidos will only communicate with you through emails that are generated by the Leidos.com automated system – never from free commercial services (e.g., Gmail, Yahoo, Hotmail) or via WhatsApp, Telegram, etc. If you received an email purporting to be from Leidos that asks for payment-related information or any other personal information (e.g., about you or your previous employer), and you are concerned about its legitimacy, please make us aware immediately by emailing us at LeidosCareersFraud@leidos.com.

If you believe you are the victim of a scam, contact your local law enforcement and report the incident to the U.S. Federal Trade Commission.

Commitment to Non-Discrimination

All qualified applicants will receive consideration for employment without regard to sex, race, ethnicity, age, national origin, citizenship, religion, physical or mental disability, medical condition, genetic information, pregnancy, family structure, marital status, ancestry, domestic partner status, sexual orientation, gender identity or expression, veteran or military status, or any other basis prohibited by law. Leidos will also consider for employment qualified applicants with criminal histories consistent with relevant laws.

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