Leidos is seeking a Call Center Integrator to join our team. In this role, you will design, implement, and maintain integrations within a mission-critical, 24x7 Amazon Connect and Salesforce-based call center environment. Your work will focus on optimizing call routing, enabling AI-driven customer interactions, and ensuring high availability and compliance.
What You'll Do
- Design, implement, and maintain integrations between call center systems, including telephony platforms, CRM tools, and workforce management software.
- Configure and optimize Interactive Voice Response (IVR) and Automatic Call Distribution (ACD) systems to improve call routing and customer interactions.
- Implement cloud-based contact center solutions like Amazon Connect, Genesys, or Five9 to enhance scalability.
- Monitor systems to ensure optimal performance and uptime, diagnosing and resolving technical issues with integrations and telephony.
- Provide technical support to call center agents and supervisors, and conduct root cause analysis for recurring issues.
- Identify opportunities to streamline workflows through automation, developing scripts and APIs to improve efficiency.
- Configure reporting tools to analyze call center performance metrics, generating and presenting findings to stakeholders.
- Ensure systems comply with regulations like GDPR, HIPAA, or PCI-DSS and implement security measures to protect customer data.
- Collaborate with call center managers, IT teams, and stakeholders to align technology with operational goals.
- Provide training and documentation to call center staff on new systems and processes.
What We're Looking For
- Bachelor's degree (or equivalent experience) and 4+ years supporting and administering Salesforce environments.
- Strong technical skills in Salesforce and related server administration.
- Experience with AWS infrastructure.
- Excellent problem-solving and troubleshooting skills.
- Ability to prioritize tasks and manage multiple projects in a fast-paced environment.
- Strong communication and interpersonal skills to collaborate with colleagues, stakeholders, and vendors.
- Ability to work independently and as part of a team.
- Proficient in navigating electronic systems, computer programs, and virtual service platforms.
- Requires a separate, quiet, private, confidential workspace.
- Must have access to reliable, high-speed internet hardwired to your residence.
- Must be a U.S. citizen, speak fluent English, and be able to maintain a suitability investigation and clearance.
Nice to Have
- Experience with IVR capabilities, preferably Amazon Connect (IVR).
- Experience with AWS GovCloud.
- Experience testing web application deployments and verifying systems against authorized software configurations.
- Experience supporting cloud environments hosting software developed using Agile techniques (Scrum, Kanban) and Atlassian tools like Jira and Confluence.
- Veteran/military retiree, military spouse, or experience working with/for military communities.
- Experience in or supporting a Contact Center, Military/Veteran services, or healthcare environment.
Technical Stack
- Amazon Connect, Salesforce Service Cloud
- AWS Lambda, AWS DynamoDB, AWS API Gateway
- Salesforce CTI, IVR, ACD
- Genesys, Five9
- Jira, Confluence
Team & Environment
You will collaborate with cross-functional teams to deliver integrated solutions.
Benefits & Compensation
- Salary: $87,100.00 - $157,450.00
Work Mode
This is a remote position.
Leidos is an equal opportunity employer committed to a diverse workforce.
