Remote AWS Connect Administrator & Contact Center Ops

Cognizant; Baton Rouge (LA); Remote; USD 73,000 - 85,000; Full time

Benefits offered by this job

Medical/Dental/Vision/Life Insurance

Paid holidays plus PTO

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 Amazon Connect environments for a remote workloads. You will design and maintain IVR, queues, routing profiles, and agent/security configurations, while ensuring security and compliance across services.

The role covers integrations with ServiceNow, CRMs, AD, and Teams, plus automation via Lambda, Flow, Lex, and APIs. A strong focus on analytics, dashboards, and performance metrics is essential.

Qualifications

• Administer and support Amazon Connect environments across production and non-production.
• Configure and maintain contact flows, queues, routing profiles, and agent/security profiles.
• Onboard, modify, and deprovision users.
• Perform platform health monitoring and issue resolution.
• Ensure high availability and operational stability of the contact center environment.
• Troubleshoot call routing, telephony, IVR, and voice quality issues.
• Support 24x7 operations when required.
• Design and maintain IVR workflows and self-service capabilities.
• Assist in API integrations and workflow automation.
• Collaborate on platform modernization and transformation projects.

Responsibilities

• Administer and support Amazon Connect environments across prod and non-prod.
• Configure and maintain contact flows, queues, routing profiles, and agent/security profiles.
• Onboard, modify, and deprovision users.
• Monitor platform health and resolve issues.
• Ensure high availability and operational stability of the contact center.
• Support Service Desk and contact center teams during incidents.
• Troubleshoot call routing, telephony, IVR, and voice quality issues.
• Participate in major incident response and service restoration.
• Provide 24x7 support when required.
• Design and maintain IVR workflows and self-service capabilities.
• Assist in API integrations and workflow automation.
• Collaborate on platform modernization and transformation projects.

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 Lex

Amazon S3

Amazon CloudWatch

AWS API Gateway

IVR Design and Support

ACD Call Routing

Voice and Telephony Platforms

Omnichannel Contact Center

ITIL Foundations

ServiceDesk Plus

ServiceNow

Tools

ServiceDesk Plus

ServiceNow

CRM Platforms

Active Directory

Microsoft Teams

Lambda Functions

Reporting Platforms

APIs

Job description

Cognizant is seeking an AWS Connect Administrator to manage and optimize Amazon Connect environments for a remote workloads. You will design and maintain IVR, queues, routing profiles, and agent/security configurations, while ensuring security and compliance across services.

The role covers integrations with ServiceNow, CRMs, AD, and Teams, plus automation via Lambda, Flow, Lex, and APIs. A strong focus on analytics, dashboards, and performance metrics is essential.