Amazon Connect Platform Architect & Ops Leader

VSG Business Solutions LLC; Seattle (WA); On-site; USD 90,000 - 130,000; Full time

Job summary

VSG Business Solutions LLC is seeking an experienced Amazon Connect Administrator to design, implement, and maintain contact flows, routing profiles, queues, and real-time/historical metrics. You will manage agent security profiles, permissions, and access controls, while ensuring high availability of the Connect instance.

You will provide architectural guidance, explore automations (Lambda, Lex, Contact Lens), document SOPs, and mentor the team to scale Connect operations for future growth.

Qualifications

• 5+ years hands-on Amazon Connect administration in production.
• Strong knowledge of contact flows, routing profiles, queues, hours of operation, quick connects.
• Experience with user and security profile management, IAM policies and access controls.
• Familiarity with AWS services commonly integrated with Connect (Lambda, S3, CloudWatch, Kinesis).
• Strong troubleshooting skills for contact center platforms.
• Excellent communication skills to explain technical concepts to non-technical stakeholders.

Responsibilities

• Design, implement, and maintain contact flows, routing profiles, and queues.
• Manage agent profiles, security profiles, permissions, and access controls in Amazon Connect.
• Configure and optimize queue settings, hours of operation, and quick connects.
• Monitor system health and ensure high availability of the Connect instance.
• Configure real-time and historical reporting dashboards, CTRs, and operational metrics.
• Provide architectural recommendations to improve deployment and scale for growth.
• Identify automation opportunities and integration enhancements (Lambda, Lex, Contact Lens).
• Document best practices, runbooks, and SOPs for Connect operations.
• Mentor and upskill team members on Amazon Connect capabilities.
• Collaborate with colleagues to offload bandwidth constraints and ensure continuity of Connect operations.

Skills

Amazon Connect administration

Contact center features

IAM / security profiles

AWS services integration

Troubleshooting

Communication skills

Tools

Lambda

S3

CloudWatch

Kinesis

DynamoDB

Lex

Job description

VSG Business Solutions LLC is seeking an experienced Amazon Connect Administrator to design, implement, and maintain contact flows, routing profiles, queues, and real-time/historical metrics. You will manage agent security profiles, permissions, and access controls, while ensuring high availability of the Connect instance.

You will provide architectural guidance, explore automations (Lambda, Lex, Contact Lens), document SOPs, and mentor the team to scale Connect operations for future growth.