Job Details

Do you crave a career that truly makes an impact in people's lives? Do you thrive on problem-solving and finding solutions? Join a dedicated, tight-knit team that creates an immediate and meaningful impact every day

Leidos QTC Health Services is seeking a Senior Level Engineer for Contact Center Technologies within the Enterprise Information Technology organization, you will collaborate with Technology and Business SMEs while applying your knowledge of Contact Center technologies to manage and innovate solutions that impact the LQTC business. In this role the focus will be providing L3 expertise to maintain and evolve the strategic Contact Center solution, consulting with network and other call center engineers, and direct engagement with the Call Center Value Stream to evolve the Contact Center solution to meet evolving business needs. A focus of this role will be to evolve and manage the modernized Contact Center solution and drive business driven requirements into technology.

Primary Responsibilities:

• You will be responsible for implementing, optimizing and operationalizing the LQTC contact center infrastructure, ensuring seamless integration and superior performance across and omni channel Ai driven communications suite.
• Performs L3 level operational engagement for modernized contact center ecosystem (Amazon Connect) by troubleshooting, maintaining, upgrading, and identification of problem areas and solving issues in a proactive manner
• You will be a critical team member responsible for engineering and evolving the operationalization of the Amazon Connect ecosystem into a best in class model that can be leveraged across the business for customer engagement requirements as the business changes.
• Be a driver in the ongoing migration from Cisco On-premises Call Center to AWS Connect ecosystem.
• Contribute as Technologist at a large-scale on Amazon Connect projects, including system upgrades, migrations, and feature implementations
• Work closely with the LQTC Customer Engagement team to identify key areas of improvement and develop action plans to execute in controlled introduction and ensure a robust change management process is followed.
• Manges the operational knowledge base and engages with and provides feedback to LQTC Customer Experience Operations team on knowledge and documentation to increase the serviceability of the Amazon Connect product
• Strong follow-through, ownership & responsibility of Telecom work
• Create/modify artifacts and deliverables as required to meet compliance and customer expectations.
• Work unscheduled hours in case of emergency work/outages
• Clearly communicate across all levels of technology and business partners understanding your audience and delivering a clear message
• Other duties as assigned.

Required Qualifications:

• 5 years of relevant experience.
• Bachelor's degree in computer science, business administration, related field, or possess equivalent verifiable work experience.
• Understanding if ITSM / ITIL / Service Now.
• Understanding/use of SDLC, Agile, Six Sigma to drive fit for purpose technologies.
• Must be able to successfully pass National Agency Check with Inquiries (NACI) background investigation.

Highly Preferred:

• Experience Amazon Connect focused AI solutions (ie: BOTs)
• Experience in Amazon Connect Call Center engineering and operations
• Amazon Connect and/or hybrid cloud infrastructure certifications

About Leidos QTC Health Services

Leidos QTC Health Services collaborates closely with government and non-government customers to address current and future program needs within the health services domain. We specialize in disability-focused medical examinations, independent medical exams and review services, occupational health services, diagnostic testing, and case management solutions. As innovators, we focus on advancing technologies that improve service delivery, with a particular emphasis on enhancing accessibility for examinees in rural communities. With a proven track record of continuous improvement and steady growth, we now handle over 2 million appointments annually. Visit www.qtcm.com for more information.

Compensation 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. As a result, we offer meaningful and engaging careers to support you and your career goals, all while nurturing a healthy work-life balance. Employment benefits include competitive compensation, Health and Wellness programs, Income Protection, Paid Leave and Retirement. More details are available here.

This role may fall under the Service Contract Act (SCA), a federal law which provides for a U.S. Department of Labor-prescribed minimum prevailing rate of pay and certain benefit levels. Where appropriate, Company-provided benefit plans such as comprehensive leave, holiday, medical, dental, life, accident, disability coverages, retirement plan contributions, and other health and welfare benefits and payments are utilized to meet these obligations.

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 QTC Health Services will also consider for employment qualified applicants with criminal histories consistent with relevant laws.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

This employer is required to notify all applicants of their rights pursuant to federal employment laws.
For further information, please review the Know Your Rights notice from the Department of Labor.