Remote AWS Connect Administrator & Contact Center Ops

Cognizant; Austin (TX); 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 manage and optimize the Amazon Connect environment across production and non-production instances. The role involves configuring contact flows, queues, routing profiles, and security settings, while ensuring high availability and end-to-end customer experience improvements.

The ideal candidate will design IVR solutions, coordinate with ITSM tools like ServiceDesk Plus and ServiceNow, and contribute to platform modernization leveraging AWS

Qualifications

• Experience administering Amazon Connect environments in production and non-production settings.
• Ability to design and optimize contact flows, queues, routing profiles, and agent configurations.
• Proficient in monitoring health metrics, incident response, and maintaining security profiles.

Responsibilities

• Administer and support Amazon Connect environments across production and non-production instances.
• Design, configure, and maintain IVR and call routing workflows.
• Develop and maintain operational dashboards and reports for KPIs and SLAs.
• Support integrations with ServiceNow, CRM platforms, and AWS services.
• Participate in major incident response and 24x7 support when required.

Skills

Amazon Connect Administration

Contact Flow Design

Queue Management

Security Profiles

IVR Design

Lambda Functions

Real-Time Monitoring

Power BI

ServiceNow

Active Directory

CRM Platforms

APIs

Microsoft Teams

Tools

ServiceNow

Power BI

ServiceDesk Plus

Active Directory

CRM Platforms

Microsoft Teams

APIs

Job description

Cognizant is seeking an AWS Connect Administrator to manage and optimize the Amazon Connect environment across production and non-production instances. The role involves configuring contact flows, queues, routing profiles, and security settings, while ensuring high availability and end-to-end customer experience improvements.

The ideal candidate will design IVR solutions, coordinate with ITSM tools like ServiceDesk Plus and ServiceNow, and contribute to platform modernization leveraging AWS