AWS CONNECT ADMINISTRATOR / CONCIERGE SUPPORT SPECIALIST

VRINDA INTERNATIONAL; Chennai; On-site; INR 1,350,000 - 1,650,000; Full time

Job summary

Vrinda International in Chennai seeks an AWS Connect Administrator and Concierge Support Specialist to lead cloud-based contact center infrastructure, ensuring connectivity and performance for support teams.

The role blends technical administration with frontline support, driving efficiency in customer interactions, managing complex integrations, and maintaining system reliability. 6–8 years’ IT services experience and AWS Connect expertise are required.

Qualifications

• 6–8 years of professional experience in IT services, specifically within contact center or cloud administration.
• Valid AWS certifications relevant to Connect or cloud architecture.
• Proven expertise administering CRM/support platforms such as Salesforce, ServiceNow, or Zendesk.
• Strong ability to write and debug automation scripts (Python or PowerShell).
• Deep understanding of Amazon Connect features including Contact Lens and user management.
• Experience with Workforce Management (WFM) in contact centers and production support.

Responsibilities

• Design, configure, and maintain AWS Connect environments, including routing logic, queues, and contact flows.
• Manage user access, permissions, and security across the contact center platform.
• Oversee integration and administration of CRM and support tools (Salesforce, ServiceNow, Zendesk).
• Develop and execute automation scripts using Python or PowerShell to streamline workflows.
• Monitor system health, provide production support, and lead troubleshooting efforts.
• Utilize Amazon Connect Contact Lens to analyze interactions and enhance service quality.
• Implement and manage Workforce Management strategies to optimize agent scheduling.
• Maintain AWS certifications and stay current with cloud technologies and best practices.

Skills

AWS Connect admin

Automation scripting

Workforce management

Cloud architecture

Tools

Salesforce

ServiceNow

Zendesk

Job description

Summary

We are seeking a highly skilled AWS Connect Administrator and Concierge Support Specialist to lead our IT Services operations. In this pivotal role, you will serve as the primary architect and maintainer of our cloud-based contact center infrastructure, ensuring seamless connectivity and optimal performance for our support teams. This position is critical for bridging technical administration with frontline support, driving efficiency in customer interactions while managing complex integrations and system reliability.

Responsibilities

• Design, configure, and maintain AWS Connect environments, including routing logic, queues, and contact flows.


• Manage user access, permissions, and security protocols across the contact center platform.


• Oversee the integration and administration of CRM and support tools such as Salesforce, ServiceNow, or Zendesk.


• Develop and execute automation scripts using Python or PowerShell to streamline operational workflows.


• Monitor system health, perform production support, and lead troubleshooting efforts to resolve technical incidents promptly.


• Utilize Amazon Connect Contact Lens to analyze customer interactions and enhance service quality.


• Implement and manage Workforce Management (WFM) strategies to optimize agent scheduling and productivity.


• Maintain relevant AWS certifications and stay current with evolving cloud technologies and best practices.

Requirements

• Possess 6 to 8 years of professional experience in IT services, specifically within contact center or cloud administration.


• Hold valid AWS Certifications relevant to Connect or general cloud architecture.


• Demonstrate proven expertise in administering platforms like Salesforce, ServiceNow, or Zendesk.


• Show strong proficiency in writing and debugging automation scripts using Python or PowerShell.


• Have a deep understanding of Amazon Connect features, including Contact Lens and user management.


• Exhibit solid knowledge of Workforce Management (WFM) principles and their application in contact centers.


• Display a track record of handling production support and resolving complex technical issues efficiently.


• Be prepared to operate within a compensation range of ₹15 LPA.