AWS Cloud Workforce & Routing Administration Specialist

Hammerjack Pty Ltd; Philippines; On-site; PHP 1,000,000 - 1,800,000; Full time

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.

Skills

Routing concepts

Forecasting

Workforce management

Stakeholder communication

English communication

Education

Bachelor's degree in IT, operations, engineering

Tools

AWS Connect

AWS cloud platform

Job description

AWS Cloud Workforce & Routing Administration Specialist

Location: Bridgetowne, Quezon City

Work Model: Onsite (unless otherwise approved)

Job Level: Professional / Senior Professional

Role Summary

The AWS Cloud Workforce & Routing Administration Specialist is responsible for the ongoing administration, optimization, and governance of routing, staffing, forecasting, and skill management within AWS-based contact center platforms. This role ensures that customer contacts are efficiently routed to the right resources at the right time through disciplined skills administration, workforce alignment, and routing governance—without performing call flow or profile design changes.

Based in Manila and supporting global stakeholders, this role focuses on operational enablement rather than solution configuration, partnering closely with US-based workforce, operations, and platform teams to ensure routing strategies, skills, and capacity plans are executed accurately and consistently in the AWS environment.

The ideal candidate brings strong operational rigor, workforce and routing knowledge, and experience administering skills and routing constructs in a governed cloud environment.

Key Responsibilities

Routing, Skills & Capacity Administration (AWS Environment)

• Administer and maintain agent skills, routing attributes, and capacity constructs within AWS-based contact center services.
• Execute approved routing, skill, and queue changes aligned to workforce strategies, staffing models, and operational policies.
• Ensure routing logic supports forecasted demand, service level objectives, and staffing plans—without modifying call flows or customer experience logic.
• Partner with Workforce Management (WFM) and Operations teams to translate forecasting and staffing decisions into accurate routing and skill configurations.
• Validate that skills and routing align with agent proficiency, training status, certifications, and business rules.

Staffing, Forecasting & Workforce Enablement

• Support the operational execution of staffing plans and forecasts through accurate routing and skills administration.
• Assist in evaluating the impact of forecast changes, volume shifts, or staffing constraints on routing effectiveness.
• Provide operational insights on how routing, skill utilization, and capacity settings affect workload distribution and service levels.
• Support seasonal, campaign-based, or business-driven staffing adjustments through controlled AWS administrative changes.

Governance, Controls & Compliance

• Maintain strong governance over routing and skills administration, ensuring changes follow approved workflows, documentation, and authorization protocols.
• Participate in audits and operational reviews related to skills, routing accuracy, and workforce controls.
• Ensure AWS contact center configurations align with internal policies, compliance requirements, and separation-of-duties standards.
• Contribute to standard operating procedures, control checklists, and validation processes related to routing and skills administration.

Operational Support & Monitoring

• Provide operational support for AWS contact center routing and skills, including issue investigation, data validation, and defect analysis.
• Monitor routing and skill performance using AWS and enterprise tooling to identify misroutes, imbalance, or inefficiencies.
• Partner with platform and operations teams during incidents to support recovery and stabilization efforts.
• Participate in on-call or after-hours support rotations as needed to support global operations.

Global Collaboration

• Work closely with US-based workforce, operations, and platform stakeholders across time zones.
• Clearly communicate routing, staffing, and skills impacts to both technical and non-technical partners.
• Act as a trusted execution and governance partner—not a configuration owner for AWS-based contact center operations.

Required Qualifications

• Bachelor's degree in Information Technology, Business Operations, Engineering, or a related field.
• 3+ years (Professional) or 5+ years (Senior Professional) experience supporting contact center or workforce operations in a cloud-based environment.
• Strong understanding of contact routing concepts, including skills-based routing, capacity management, and workload distribution.
• Experience administering skills, queues, routing attributes, or workforce constructs in AWS or comparable cloud platforms.
• Familiarity with forecasting, staffing, and workforce management principles and how they translate into routing execution.
• Strong analytical, detail-oriented, and operational troubleshooting skills.
• Excellent written and verbal English communication skills.

Preferred Qualifications

• Experience with AWS Connect or AWS-based contact center platforms (administration-focused roles preferred).
• Exposure to Workforce Management (WFM) tools, forecasting models, or capacity planning processes.
• Experience operating in a governed, enterprise, or regulated environment.
• Understanding of change management, audit support, and operational controls.
• Prior experience supporting global or offshore operational teams.