Job description

Job Description – AWS Connect Administrator Position Title AWS Connect Administrator / Contact Center Platform Administrator Location : Remote *Please note, this role is not able to offer visa transfer or sponsorship now or in the future* Key Responsibilities Amazon Connect Administration • 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. Contact Center Operations Support • 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. Contact Flow & IVR Management • 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. Platform Integration • 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. Reporting & Analytics • 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. Security & Compliance • 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. Automation & Continuous Improvement • 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 • Amazon Connect Administration • Contact Flow Design • Queue Management • Routing Profiles • Security Profiles • User Management • Real-Time Monitoring • Historical Reporting • Contact Center Operations AWS Services • AWS IAM • AWS Lambda • Amazon S3 • Amazon CloudWatch • Amazon Lex • AWS SNS • AWS API Gateway Contact Center Technologies • IVR Design and Support • ACD Call Routing • Voice and Telephony Platforms • Omnichannel Contact Center Support • Workforce Optimization Concepts • Call Recording Solutions ITSM & Service Operations • 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 The Salary for this position will be 73000 to 85000 yearly depending on experience and other qualifications of the successful candidate. This position is also eligible for Cognizant’s discretionary annual incentive program, based on performance and subject to the terms of Cognizant’s applicable plans. Benefits: Cognizant offers the following benefits for this position, subject to applicable eligibility requirements: 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 Disclaimer: The compensation, and benefits information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law. 1 About Cognizant: Cognizant (Nasdaq: CTSH) is an AI Builder and technology services provider, bridging the gap between AI investment and enterprise value by building full-stack AI solutions for our clients. Our deep industry, process and engineering expertise enables us to build an organization’s unique context into technology systems that amplify human potential, drive tangible outcomes and keep global enterprises ahead in a fast-changing world. See how at cognizant.ai or @cognizant. Additional employment information Compensation information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law. Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government issued ID during each interview. Cognizant is an equal opportunity employer. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other characteristic protected by federal, state or local laws. If you have a disability that requires reasonable accommodation to search for a job opening or submit an application, please email CareersNA2@cognizant.com for roles based in the Americas or CareersIndia2@cognizant.com for roles based in India.

Requirements

Must-haves

Job Description – AWS Connect Administrator
Position Title AWS Connect Administrator / Contact Center Platform Administrator
Location : Remote
Please note, this role is not able to offer visa transfer or sponsorship now or in the future*
Amazon Connect Administration
Administer and support Amazon Connect environments across production and non-production instances.
Configure and maintain: • Contact Flows
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.
Contact Center Operations Support
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.
Contact Flow & IVR Management
Design, configure, and maintain IVR and call routing workflows.
Implement self-service capabilities and automated call handling.

Nice-to-haves

None flagged.

Application prep

Use the role’s language and application details while tailoring your materials.

Keywords to mirror

awsapiai

Platform: cognizant
Effort: medium

Benefits

Benefits detected in the listing.

Dental

Vision

401(K)

Paid Time Off

Parental Leave