Remote Customer Support Engineer Jobs in Frederick, MD

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 onlyand 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.