Amazon Connect Cloud Contact Center Admin

Computer Task

Northern (KY)

Hybrid

USD 65,000 - 85,000

Full time

14 days+

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Job summary

CTG is seeking an experienced Amazon Connect System Administrator to configure, maintain, and optimize Amazon Connect environments for external clients and internal teams. The role focuses on building and supporting contact flows, queues, routing profiles, prompts, and permissions to deliver scalable contact center solutions.

Applicants should be proficient in cloud contact center administration, troubleshooting, and documenting configurations.

Qualifications

Experience administering contact center platforms or cloud-based customer engagement tech.
Hands-on configuring Amazon Connect including flows, queues, routing profiles, users, prompts, and operational settings.
AWS Cloud Practitioner or Amazon Connect-related training or equivalent certs preferred.
Experience with AWS services like Lambda, Lex, S3 for Connect integrations preferred.
Experience with Amazon Connect Health, Talent, Decisions is a plus.

Responsibilities

Configure and maintain Amazon Connect instances, including users, security profiles, routing profiles, queues, hours of operation, phone numbers, prompts, and settings.
Troubleshoot contact flow errors, routing issues, agent access problems, and call quality concerns.
Design, build, test, and maintain Amazon Connect workflows and contact flows for inbound/outbound, IVR, and transfers.
Collaborate with developers and stakeholders to support integrations with CRM systems and data stores.
Create and execute test scenarios and maintain runbooks and documentation.