Responsibilities

• Design, implement, and maintain scalable, secure call center solutions using AWS services including AWS Connect, Lambda, Lex, CloudFormation, and S3.
• Participate in SAFe Agile ceremonies (PI Planning, Sprint Planning, Daily Stand-ups, Reviews, Retrospectives) and collaborate with Product Owners and Product Managers to prioritize backlog features.
• Develop and maintain Infrastructure as Code (IaC) using tools like AWS CloudFormation, Ansible, and Packerto support consistent and repeatable deployments.
• Integrate AWS Connect with internal systems to support seamless telecommunication workflows.
• Monitor cloud infrastructure and call center performance using CloudWatch, CloudTrail, Splunk, and other observability tools.
• Ensure compliance with cloud security best practices, including network segmentation, VPC configuration, data encryption, IAM policies, and multi-factor authentication.
• Contribute to on-call rotation to support 24/7 uptime for mission-critical telecommunication services.
• Work closely with System Administrators to support hybrid infrastructure that integrates traditional platforms (e.g., Avaya) with modern cloud-based solutions.
• Provide technical leadership for enhancing ETIS's hybrid call center infrastructure through automation, performance tuning, and modernization.

Required Skills and Experience

• 7+ years of cloud engineering experience with a focus on AWS infrastructure and call center solutions.
• Deep expertise with AWS Connect, Lex, Lambda, and CloudFormation.
• Hands-on experience integrating AWS services with Avaya or similar PBX systems.
• Experience with container technologies like Docker, ECS, or Kubernetes is a strong plus.
• Familiarity with Agile/SAFe, Jira, and Confluence.
• Experience delivering secure, scalable solutions in federal or law enforcement environments is highly desirable.

Work Environment:

Active Secret clearance required.  

Primarily remote, with occasional on-site requirements at the CJIS facility in Clarksburg, WV, for equipment pickup or meetings.

Core hours: 9:00 AM–4:00 PM ET, with potential weekend/non-business hours for maintenance and on-call support (response within one hour).