AWS Connect Administrator

Location: Remote

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.

Requirements

• 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
• Salesforce Service Cloud Voice
• Amazon Lex Chatbots
• Genesys
• Five9
• NICE inContact
• Power BI
• Microsoft Teams Voice
• ServiceNow Integration
• Contact Center AI Solutions

Key Competencies

• Customer Service Orientation
• Contact Center Operations
• Troubleshooting and Root Cause Analysis
• Communication Skills
• Stakeholder Management
• Process Improvement
• Documentation and Knowledge Management
• Incident and Escalation Management

Preferred Certifications

• AWS Certified Cloud Practitioner
• AWS Certified SysOps Administrator
• AWS Certified Solutions Architect Associate
• Amazon Connect Certification (Preferred)
• ITIL Foundation

Key Performance Indicators (KPIs)

• Operational KPIs:
  • Platform Availability (%)
  • Service Level Achievement (%)
  • Call Routing Accuracy
  • Contact Flow Success Rate
  • Incident Resolution SLA Compliance
• Customer Experience KPIs:
  • Average Speed to Answer (ASA)
  • Average Handle Time (AHT)
  • Abandonment Rate
  • Customer Satisfaction (CSAT)
  • First Contact Resolution (FCR)
• Platform KPIs:
  • Change Success Rate
  • Call Quality Metrics
  • Reporting Accuracy
  • Automation Adoption
  • Platform Security Compliance

Pay

$110,000 – $130,000 yearly, depending on experience and qualifications.

Eligible for Cognizant’s discretionary annual incentive program, based on performance and subject to the terms of Cognizant’s applicable plans.

Benefits

• Medical/Dental/Vision/Life Insurance
• Paid holidays plus Paid Time Off
• 401(k) plan and contributions
• Long-term/Short-term Disability
• Paid Parental Leave
• Employee Stock Purchase Plan