Cognizant is seeking an experienced AWS Connect Administrator to manage, support, and optimize Amazon Connect contact center environments. The ideal candidate will be responsible for platform administration, IVR and contact flow management, troubleshooting, integrations, reporting, and continuous improvement initiatives that enhance customer and agent experiences. This is a remote role. Applicants must have valid US work authorization. Cognizant will not offer visa sponsorship now or anytime in the future.
Key Responsibilities
- Administer and maintain Amazon Connect environments, including contact flows, queues, routing profiles, security profiles, and user management.
- Design, configure, and optimize IVR workflows, call routing, and self-service capabilities.
- Troubleshoot contact center issues related to telephony, call routing, agent connectivity, and voice quality.
- Support integrations between Amazon Connect and enterprise platforms such as ServiceNow, CRM systems, Microsoft Teams, Active Directory, and AWS services.
- Monitor platform performance, availability, and operational health while ensuring timely incident resolution.
- Develop and maintain operational reports and dashboards to track contact center performance metrics.
- Implement security controls, maintain compliance standards, and support audit requirements.
- Drive automation and process improvements using AWS services, APIs, and workflow automation tools.
Required Qualifications
- Hands-on experience administering Amazon Connect in a production environment.
- Strong knowledge of contact flow development, IVR design, queue management, and routing configurations.
- Experience with AWS services including Lambda, IAM, CloudWatch, S3, SNS, API Gateway, and Amazon Lex.
- Knowledge of contact center technologies, telephony, ACD routing, and omnichannel support.
- Experience with IT service management processes, including incident, problem, and change management.
- Strong troubleshooting, analytical, and problem-solving skills.
- Excellent communication and stakeholder management abilities.
- Ability to support after-hours or on-call activities when required.
Preferred Qualifications
- Experience integrating Amazon Connect with ServiceNow, Salesforce, Microsoft Teams, or other CRM/contact center platforms.
- Knowledge of AI-enabled customer service solutions and chatbot technologies.
- Experience with reporting tools such as Power BI.
- AWS and/or ITIL certifications preferred.
Preferred Certifications
- AWS Certified Cloud Practitioner
- AWS Certified SysOps Administrator
- AWS Certified Solutions Architect – Associate
- ITIL Foundation
The salary range for this role is between $114,000 and $133,000 depending on skills and qualifications of the candidate. Applications will be accepted till 9/12/2026.
关于高知特 (Cognizant)
高知特(Cognizant)（纳斯达克代码：CTSH）作为一家AI Builder和相关技术服务提供商，致力于通过打造全栈AI解决方案，帮助企业将人工智能投资转化为实际价值。公司凭借深厚的行业经验、流程优化和工程技术专长，将企业独特的业务场景融入科技系统，赋能组织释放人才潜能，推动切实成果，并帮助全球企业在瞬息万变的环境中保持领先。如需了解更多详情，敬请访问 cognizant.ai 或关注@cognizant。
补充雇佣信息
薪酬信息截至本职位发布之日为准。Cognizant 保留在适用法律允许的范围内随时修改该信息的权利。
申请人可能需要通过现场面试或视频会议的方式参加面试。此外，候选人在每次面试时可能需要出示其当前所在州或政府签发的有效身份证件。
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