Amazon Contact Center Platform Administrator

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.

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Cognizant is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.