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This role supports a DoD entity responsible for customer care for the DoD and its branches. The current on-premise contact center solution will be phased out, and the successful candidate will assist in migrating to Amazon Connect in GovCloud, a CCaaS platform certified at DISA impact level 4.

The position requires an active DoD Secret clearance or higher and DoD IATT Level 2 certification, typically satisfied by CompTIA Security+.

This is a fully remote role, limited to candidates in the following states: DC, MD, VA, NE, PA, NJ, MO, GA, CO, WY, FL.

Requirements:

• Secret clearance
• At least 2 years of relevant experience
• Experience configuring Amazon Connect
• Experience integrating Chatbot widgets into web applications
• Expertise in Amazon Lex & Conversational AI, including NLP, ML models, and Lex v2 fine-tuning
• Strong AI/ML background, including LLMs, RAG, and AWS AI/ML services

Preferred Qualifications:

• Experience supporting Federal or DoD clients
• Experience in FedRAMP Moderate, High, or DISA IL 4 environments
• Amazon Solutions Architect or Developer certifications
• 2-3 years creating voice/chatbots, IVR contact flows, and integrating with third-party systems
• Experience designing enterprise cloud chatbot solutions with AWS Lex v1 or v2
• Knowledge of DoD RMF/DISA IL 4 security standards
• Experience with open-source web services (Java, REST, SOAP)
• Proficiency in scripting languages like Python, Bash, Boto3
• Experience with Gateway, DynamoDB, Terraform, CloudFormation
• Hands-on experience with AWS services such as S3, DynamoDB, Connect, Lex, Lambda, CloudWatch

Applicants will undergo drug testing and background checks, including possible counterintelligence evaluations, in accordance with federal regulations.

We are an equal opportunity employer, committed to diversity and inclusion, and all qualified applicants will receive consideration without discrimination based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or other protected categories.