AWS CONNECT ADMINISTRATOR

Vrinda International; India; À distance; INR 1 500 000 - 2 800 000; Plein temps

Résumé du poste

Vrinda International is seeking a skilled AWS Connect Administrator to lead design, implementation, and optimization of our contact center. You will drive seamless omnichannel integration with enterprise systems and ensure high availability in a dynamic IT services setting.

The ideal candidate will leverage cloud telephony expertise, workforce management insight, and hands-on experience with Salesforce, ServiceNow, and multi-vendor platforms to deliver scalable, secure solutions and improved

Qualifications

• 6–8 years of professional experience in IT Services with focus on contact center technologies.
• Expertise in Amazon Connect architecture, including Lambda and Lex deployment.
• Experience integrating contact centers with Salesforce, ServiceNow, and various WFM platforms.
• Solid understanding of CloudWatch monitoring, IAM security protocols, and troubleshooting cloud infra.
• Hands-on with multiple contact center solutions (Genesys, Five9, NICE, CXone) for multi-vendor environments.

Responsabilités

• Architect and maintain Amazon Connect environments with routing, queues, and contact flows.
• Integrate contact centers with core business apps to streamline data flow and agent workflows.
• Develop serverless automation using AWS Lambda and Lex for intelligent self-service.
• Monitor performance with CloudWatch and implement proactive uptime measures.
• Manage IAM policies to ensure security and controlled access to resources.
• Collaborate to analyze workforce metrics and optimize staffing with WFM tools.
• Support migration and maintenance of legacy telephony systems (Genesys, Five9, NICE, CXone).

Connaissances

Amazon Connect

AWS Lambda

Amazon Lex

WFM tools

CloudWatch

IAM security

Multi-vendor integration

Outils

Salesforce

ServiceNow

Genesys

Five9

NICE

CXone

Description du poste

Bangalore / Hyderabad / Chennai / Gurugram / Pune, India

• Country India

About Us

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Job Description

Summary

We are seeking a highly skilled AWS Connect Administrator to lead the design, implementation, and optimization of our contact center infrastructure. This pivotal role ensures the seamless integration of omnichannel communication platforms with enterprise systems, driving operational efficiency and enhancing customer experience. The ideal candidate will leverage deep expertise in cloud telephony and workforce management to support a dynamic IT Services environment, ensuring high availability and scalability for critical business operations.

Responsibilities

• Architect and maintain Amazon Connect environments, including the configuration of routing, queues, and contact flows to meet evolving business needs.
  
• Integrate contact center solutions with core business applications such as Salesforce, ServiceNow, and other CRM platforms to streamline data flow and agent workflows.
  
• Develop and deploy serverless automation using AWS Lambda and Amazon Lex to create intelligent, self-service customer interactions.
  
• Monitor system performance and reliability through CloudWatch, implementing proactive measures to maintain optimal uptime and resolve incidents swiftly.
  
• Manage Identity and Access Management (IAM) policies to ensure strict security compliance and control access to sensitive contact center resources.
  
• Collaborate with stakeholders to analyze workforce metrics and optimize staffing strategies using advanced WFM tools.
  
• Support the migration and maintenance of legacy telephony systems, including Genesys, Five9, NICE, and CXone, to ensure smooth transitions and interoperability.
  

Requirements

• Possess 6-8 years of professional experience within the IT Services sector, with a strong focus on contact center technologies.
  
• Demonstrate advanced proficiency in Amazon Connect architecture, including the deployment of AWS Lambda functions and Amazon Lex bots.
  
• Show proven expertise in integrating contact centers with enterprise tools like Salesforce, ServiceNow, and various WFM platforms.
  
• Hold a solid understanding of CloudWatch monitoring, IAM security protocols, and the ability to troubleshoot complex cloud infrastructure issues.
  
• Bring hands-on experience with multiple contact center solutions, including Genesys, Five9, NICE, and CXone, to facilitate multi-vendor environments.
  
• Exhibit the ability to design scalable solutions that align with industry standards for high-volume customer engagement.