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 110,000 and 130000 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
Sobre a Cognizant
Cognizant (NASDAQ: CTSH) é uma construtora de IA e fornecedora de serviços de tecnologia, criando a ponte entre o investimento em IA e o valor para as empresas por meio do desenvolvimento de soluções de IA completas para nossos clientes. Nossa profunda experiência em setores, processos e engenharia nos permite incorporar o contexto único de cada organização em sistemas tecnológicos que potencializam a capacidade humana, geram resultados tangíveis e mantêm empresas globais à frente em um mundo em rápida transformação. Saiba mais em cognizant.ai ou @cognizant.
A Cognizant é uma empregadora que investe em equidade. Sua candidatura não será pautada em raça, cor, gênero, sexualidade, credo, origem, deficiência, gravidez ou qualquer outra característica protegida pelas leis brasileiras.
Informações adicionais de emprego
Os candidatos podem ser obrigados a comparecer a entrevistas presenciais ou por videoconferência. Além disso, os candidatos podem ser obrigados a apresentar seu documento de identificação emitido pelo estado ou governo atual durante cada entrevista.
Embora nosso sistema permita a candidatura em todos os idiomas, o(s) idioma(s) e o(s) nível(is) de proficiência exigidos para o trabalho variam. No entanto, é necessário um nível básico de inglês para fins de comunicação em toda a empresa.
A Cognizant é uma empregadora que investe em equidade. Sua candidatura não será pautada em raça, cor, gênero, sexualidade, credo, origem, deficiência, gravidez ou qualquer outra característica protegida pelas leis brasileiras.
Se você tem uma deficiência que requer adaptações razoáveis para procurar uma vaga de emprego ou enviar uma candidatura, envie um e-mail para [email protected] com sua solicitação e informações de contato.
