Description

The Civil Group at Leidos has an opening for an early career GenAI Contact Center Engineer to help design, secure, and automate an AWS contact center platform that uses Amazon Connect, Lex V2, Amazon Q in Connect, Contact Lens, Bedrock, OpenSearch, and Lambda (Python).

The ideal candidate would demonstrate:

• Technical experience and aptitude in development, implementation, and/or troubleshooting of contact center operations, IVR flows, and related TURN/STUN/WebRTC network issues
• Technical expertise in GenAI and Python
• Foundational awareness of cloud provisioning best practices, well architected frameworks, and secure workloads - particularly in IAM, Connect, Lambda, Bedrock, and S3 services.

What Your Day Will Look Like

• Build contact center infrastructure - be responsible for deployment and successful operation of AWS Connect services, including agent onboarding/offboarding, routing and security profiles, single sign on integration with cloud-native services, and be the point of contact for prompt triage and resolution of network issues impacting connection quality, sound quality, and latency.
• Optimize agent and customer experience - continuously develop and improve upon the Contact Control Panel, use post-contact analytics with Contact Lens to drive changes to contact flows, manage quality metrics and KPIs, and integrate Lex V2 capabilities.
• Develop internal proficiency - using OpenSearch develop a model for self-service troubleshooting and internal knowledge development, monitor and manage costs across cloud infrastructures, manage disaster recovery capabilities, and develop operational dashboards with cloud native tools and services.
• Build and develop AI capabilities - write Python based Lambda functions supporting contact operations, integrate with AWS Bedrock and securely manage AI models and datasets.

Required Qualifications

• Bachelor’s degree in Computer Science, Engineering, or related field and 3+ years of relevant experience; or 7+ years of relevant experience in lieu of degree.
• 2+ years hands-on experience designing, configuring, and operating Amazon Connect contact centers and possess the necessary understanding to document designs, flows, governance, and operational procedures; effective collaboration with WFM and Quality teams to ensure Connect capabilities function as intended.
• Experience troubleshooting issues such as audio quality for WebRTC voice, and network diagnostics (DNS, TLS, TURN/STUN, proxy/NAT, CIDR, QoS, jitter/packet loss).
• Experience and aptitude in programming (Lambda functions, AI development, cloud-based API, IAM policy, YAML code)
• Ability to work in a dynamic environment, work with a variety of functional teams, effectively communicate with technical and non-technical users, and have the drive to self-govern and self-manage day to day priorities in order to achieve program goals.
- Ability to obtain a Public Trust clearance.

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.

Original Posting:
October 28, 2025

For U.S. Positions: While subject to change based on business needs, Leidos reasonably anticipates that this job requisition will remain open for at least 3 days with an anticipated close date of no earlier than 3 days after the original posting date as listed above.

Pay Range:
Pay Range $67,600.00 - $122,200.00

The Leidos pay range for this job level is a general guideline only and 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.

About Leidos

Leidos is an industry and technology leader serving government and commercial customers with smarter, more efficient digital and mission innovations. Headquartered in Reston, Virginia, with 47,000 global employees, Leidos reported annual revenues of approximately $16.7 billion for the fiscal year ended January 3, 2025. For more information, visit www.Leidos.com.

Pay 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. Employment benefits include competitive compensation, Health and Wellness programs, Income Protection, Paid Leave and Retirement. More details are available at www.leidos.com/careers/pay-benefits.

Securing Your Data

Beware of fake employment opportunities using Leidos’ name. Leidos will never ask you to provide payment-related information during any part of the employment application process (i.e., ask you for money), nor will Leidos ever advance money as part of the hiring process (i.e., send you a check or money order before doing any work). Further, Leidos will only communicate with you through emails that are generated by the Leidos.com automated system - never from free commercial services (e.g., Gmail, Yahoo, Hotmail) or via WhatsApp, Telegram, etc. If you received an email purporting to be from Leidos that asks for payment-related information or any other personal information (e.g., about you or your previous employer), and you are concerned about its legitimacy, please make us aware immediately by emailing us at LeidosCareersFraud@leidos.com.

If you believe you are the victim of a scam, contact your local law enforcement and report the incident to the U.S. Federal Trade Commission.

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

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