Amazon Contact Center Platform Administrator

About the role

AWS Connect Administrator / Contact Center Platform Administrator – Remote. This role does not offer visa transfer or sponsorship now or in the future.

Responsibilities

• Administer and support Amazon Connect environments across production and non-production instances.
• Configure and maintain: Contact Flows, Queues, Routing Profiles, Agent Profiles, Security Profiles, Hours of Operation, Quick Connects, Call Recording Settings.
• Manage user onboarding, modifications, and deprovisioning.
• Perform platform health monitoring and issue resolution.
• Ensure high availability and operational stability of the contact center environment.
• Support Service Desk and Contact Center teams during operational incidents.
• Troubleshoot call routing, telephony, IVR, agent connectivity, and voice quality issues.
• Participate in major incident response and service restoration activities.
• Support 24x7 operations when required.
• Design, configure, and maintain IVR and call routing workflows.
• Implement self-service capabilities and automated call handling.
• Optimize customer journeys and call containment strategies.
• Support business requirements for queue management and customer experience improvements.
• Support integrations between Amazon Connect and: ServiceDesk Plus, ServiceNow, CRM Platforms, Active Directory, Microsoft Teams, Lambda Functions, AWS Services, Reporting Platforms.
• Collaborate with development teams on API integrations and workflow automation.
• Assist in deploying customer experience enhancement solutions.
• Develop and maintain operational dashboards and reports.
• Monitor: Call Volumes, Abandonment Rates, Service Levels, Average Handle Time (AHT), Agent Utilization, Customer Experience Metrics.
• Support executive and customer governance reporting.
• Identify performance trends and service improvement opportunities.
• Administer security profiles and access controls.
• Ensure compliance with organizational security policies.
• Support audit activities and reporting requirements.
• Maintain platform configuration documentation and operational runbooks.
• Implement and monitor platform governance controls.
• Drive automation opportunities using: AWS Lambda, Amazon Connect Flows, Amazon Lex, Power Automate, APIs.
• Reduce manual operational activities through workflow optimization.
• Support AI-enabled customer interaction initiatives.
• Participate in platform modernization and transformation projects.

Required Technical Skills

• Amazon Connect Administration
• Contact Flow Design
• Queue Management
• Routing Profiles
• Security Profiles
• User Management
• Real-Time Monitoring
• Historical Reporting
• Contact Center Operations
• AWS IAM
• AWS Lambda
• Amazon S3
• Amazon CloudWatch
• Amazon Lex
• AWS SNS
• AWS API Gateway
• IVR Design and Support
• ACD Call Routing
• Voice and Telephony Platforms
• Omnichannel Contact Center Support
• Workforce Optimization Concepts
• Call Recording Solutions
• ServiceDesk Plus
• ITIL Foundation Concepts
• Incident Management
• Problem Management
• Change Management
• Knowledge Management

Preferred Skills

• Amazon Connect CCP