AWS Connect Administrator
Cognizant
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Benefits offered by this job
Job summary
Cognizant is seeking an AWS Connect Administrator to manage and optimize Amazon Connect environments, including contact flows, queues, routing, and agent profiles. The role involves platform monitoring, security/compliance oversight, and supporting 24x7 operations across production and non-production instances.
Responsibilities include designing IVR/workflows, handling integrations with ServiceNow, CRM systems, and IAM services, and driving automation with Lambda and API-based solutions.
Qualifications
- Experience administering Amazon Connect environments across production and non-production instances.
- Configuring contact flows, queues, routing profiles, agent profiles, and security profiles.
- Managing user onboarding, provisioning, and deprovisioning; ensuring access controls and governance.
- Monitoring platform health and coordinating incident resolution.
- Supporting 24x7 operations when required and participating in major incidents.
- Knowledge of security/compliance practices and documentation.
- Experience integrating with ServiceNow, CRM platforms, and IAM services.
Responsibilities
- Administer and support Amazon Connect environments across production and non-production instances.
- Configure and maintain contact flows, queues, routing profiles, agent profiles, and security profiles.
- Manage user onboarding, modifications, and deprovisioning; monitor platform health and incidents.
- Support contact center operations; troubleshoot call routing, telephony, IVR, and voice quality issues.
- Design, implement, and optimize IVR and call routing workflows with self-service capabilities.
- Collaborate on API integrations and workflow automation with development teams.
- Develop dashboards and reports to monitor KPIs like AHT, SLA, and service levels.
Skills
Tools
Job description
Please note, this role is not able to offer visa transfer or sponsorship now or in the future
- Administer and support Amazon Connect environments across production and non-production instances.
- Configure and maintain:
- Contact Flows
- Queues
- Routing Profiles
- Agent Profiles
- Security Profiles
- Hours of Operation
- Quick Connects
- Call Recording Settings
- Manage user onboarding, modifications, and deprovisioning.
- Perform platform health monitoring and issue resolution.
- Ensure high availability and operational stability of the contact center environment.
- Support Service Desk and Contact Center teams during operational incidents.
- Troubleshoot call routing, telephony, IVR, agent connectivity, and voice quality issues.
- Participate in major incident response and service restoration activities.
- Support 24x7 operations when required.
- Design, configure, and maintain IVR and call routing workflows.
- Implement self-service capabilities and automated call handling.
- Optimize customer journeys and call containment strategies.
- Support business requirements for queue management and customer experience improvements.
- Support integrations between Amazon Connect and:
- ServiceDesk Plus
- ServiceNow
- CRM Platforms
- Active Directory
- Microsoft Teams
- Lambda Functions
- AWS Services
- Reporting Platforms
- Collaborate with development teams on API integrations and workflow automation.
- Assist in deploying customer experience enhancement solutions.
- Develop and maintain operational dashboards and reports.
- Monitor:
- Call Volumes
- Abandonment Rates
- Service Levels
- Average Handle Time (AHT)
- Agent Utilization
- Customer Experience Metrics
- Support executive and customer governance reporting.
- Identify performance trends and service improvement opportunities.
- Administer security profiles and access controls.
- Ensure compliance with organizational security policies.
- Support audit activities and reporting requirements.
- Maintain platform configuration documentation and operational runbooks.
- Implement and monitor platform governance controls.
- Drive automation opportunities using:
- AWS Lambda
- Amazon Connect Flows
- Amazon Lex
- Power Automate
- APIs
- Reduce manual operational activities through workflow optimization.
- Support AI-enabled customer interaction initiatives.
- Participate in platform modernization and transformation projects.
- Amazon Connect Administration
- Contact Flow Design
- Queue Management
- Routing Profiles
- Security Profiles
- User Management
- Real-Time Monitoring
- Historical Reporting
- Contact Center Operations
- AWS IAM
- AWS Lambda
- Amazon S3
- Amazon CloudWatch
- Amazon Lex
- AWS SNS
- AWS API Gateway
- IVR Design and Support
- ACD Call Routing
- Voice and Telephony Platforms
- Omnichannel Contact Center Support
- Workforce Optimization Concepts
- Call Recording Solutions
- ServiceDesk Plus
- ITIL Foundation Concepts
- Incident Management
- Problem Management
- Change Management
- Knowledge Management
- Amazon Connect CCP
- Salesforce Service Cloud Voice
- Amazon Lex Chatbots
- Genesys
- Five9
- NICE inContact
- Power BI
- Microsoft Teams Voice
- ServiceNow Integration
- Contact Center AI Solutions
- Customer Service Orientation
- Contact Center Operations
- Troubleshooting and Root Cause Analysis
- Communication Skills
- Stakeholder Management
- Process Improvement
- Documentation and Knowledge Management
- Incident and Escalation Management
- AWS Certified Cloud Practitioner
- AWS Certified SysOps Administrator
- AWS Certified Solutions Architect Associate
- Amazon Connect Certification (Preferred)
- ITIL Foundation
- Platform Availability (%)
- Service Level Achievement (%)
- Call Routing Accuracy
- Contact Flow Success Rate
- Incident Resolution SLA Compliance
- Average Speed to Answer (ASA)
- Average Handle Time (AHT)
- Abandonment Rate
- Customer Satisfaction (CSAT)
- First Contact Resolution (FCR)
- Change Success Rate
- Call Quality Metrics
- Reporting Accuracy
- Automation Adoption
- Platform Security Compliance
The Salary for this position will be 73000 to 85000 yearly depending on experience and other qualifications of the successful candidate.
This position is also eligible for Cognizant’s discretionary annual incentive program, based on performance and subject to the terms of Cognizant’s applicable plans.
Benefits: Cognizant offers the following benefits for this position, subject to applicable eligibility requirements:
Medical/Dental/Vision/Life Insurance
Paid holidays plus Paid Time Off
401(k) plan and contributions
Long-term/Short-term Disability
Paid Parental Leave
Employee Stock Purchase Plan
Disclaimer: The compensation, and benefits information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.
Regards,
Preethy Nathan
Talent Acquisition Group
M: 469-927-1014
Cognizant is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.
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