AWS Connect Routing & Skills Administrator

SAGILITY PHILIPPINES B.V. BRANCH OFFICE; Philippines; On-site; PHP 900,000 - 1,300,000; Full time

Job summary

SAGILITY PHILIPPINES B.V. BRANCH OFFICE in Manila is seeking an AWS Cloud Workforce & Routing Administration Specialist to govern routing, skills management, and capacity planning within AWS-based contact center platforms.

This role emphasizes operational enablement and governance, collaborating with global stakeholders to translate forecasts into accurate routing and skill configurations, without modifying call flows or customer experience logic.

Qualifications

• Bachelor's degree in IT, operations, engineering or related field.
• 3+ years (Professional) or 5+ years (Senior Professional) supporting contact center or workforce operations in cloud environments.
• Strong understanding of routing concepts, capacity management, and workload distribution.
• Experience administering skills, queues, routing attributes, or workforce constructs in AWS or similar clouds.

Responsibilities

• Administer and maintain agent skills, routing attributes, and capacity constructs in AWS-based contact centers.
• Execute approved routing, skill, and queue changes aligned to workforce strategies and policies.
• Ensure routing logic supports forecasted demand, service levels, and staffing plans, without altering call flows.
• Partner with Workforce Management and Operations to translate forecasting into routing configurations.
• Validate that skills and routing align with agent proficiency, training status, certifications, and business rules.
• Provide operational support for AWS routing and skills, including issue investigation and data validation.

Skills

Skills-based routing

Capacity management

Forecasting

Workload distribution

English communication

Education

Bachelor's degree in Information Technology, Business Operations, or Engineering

Tools

AWS Connect

Job description

SAGILITY PHILIPPINES B.V. BRANCH OFFICE in Manila is seeking an AWS Cloud Workforce & Routing Administration Specialist to govern routing, skills management, and capacity planning within AWS-based contact center platforms.

This role emphasizes operational enablement and governance, collaborating with global stakeholders to translate forecasts into accurate routing and skill configurations, without modifying call flows or customer experience logic.