AWS Cloud Routing & Workforce Administration Lead

Hammerjack Pty Ltd

Philippines

On-site

PHP 1,000,000 - 1,800,000

Full time

6 days ago

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Job summary

Hammerjack Pty Ltd is seeking an AWS Cloud Workforce & Routing Administration Specialist to join our Manila-based team. You will govern routing, skills, and capacity within AWS contact center platforms, ensuring accurate configuration in support of global operations.

In this role you will partner with US-based workforce and platform teams, drive operational enablement, and uphold governance, controls, and compliance while focusing on routing efficacy rather than system changes.

Qualifications

Bachelor's degree in IT, business ops, engineering or related field.
3+ years (Professional) or 5+ years (Senior Professional) in cloud contact center or workforce ops.
Strong understanding of contact routing concepts and capacity management.
Experience administering skills, queues, routing attributes, or workforce constructs in AWS.
Forecasting, staffing, and WFM principles applied to routing execution.

Responsibilities

Administer agent skills, routing attributes, and capacity constructs in AWS.
Implement approved routing, skill, and queue changes aligned to staffing strategies.
Ensure routing supports forecasted demand and service levels without modifying call flows.
Collaborate with WFM and Ops to translate forecasts into routing configurations.
Participate in governance, audits, and standard operating procedures.