Remote AWS Connect Admin & Automation Lead

Cognizant; Helena (MT); Remote; USD 73,000 - 85,000; Full time

Benefits offered by this job

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

Job summary

Cognizant is seeking an AWS Connect Administrator to support and optimize Amazon Connect environments across production and non-production instances. This remote role focuses on configuring contact flows, queues, routing profiles, security, and agent management, while ensuring high availability and performance of the contact center platform.

The candidate will collaborate with ITSM, development, and business teams to implement IVR, integrations with ServiceNow, CRM, and AWS services, and to

Qualifications

• Extensive experience administering Amazon Connect environments.
• Hands-on design of contact flows, queues, routing profiles, and security profiles.
• Strong knowledge of AWS services and ITIL/ITSM concepts.

Responsibilities

• Administer Amazon Connect in production and non-production environments.
• Design and maintain IVR, contact flows, and routing configurations.
• Monitor performance, troubleshoot issues, and ensure high availability.
• Collaborate with ServiceNow, CRM, and IAM teams for integrations.
• Support 24x7 operations when required.

Skills

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

CloudWatch

Amazon Lex

SNS

API Gateway

IVR Design

ACD Call Routing

Voice & Telephony

Power BI

ServiceDesk Plus

ServiceNow

CRM Integrations

ITIL Foundations

KPI Reporting

Security & Compliance

Tools

ServiceDesk Plus

ServiceNow

Power BI

Salesforce Service Cloud Voice

Job description

Cognizant is seeking an AWS Connect Administrator to support and optimize Amazon Connect environments across production and non-production instances. This remote role focuses on configuring contact flows, queues, routing profiles, security, and agent management, while ensuring high availability and performance of the contact center platform.

The candidate will collaborate with ITSM, development, and business teams to implement IVR, integrations with ServiceNow, CRM, and AWS services, and to