Remote AWS Connect Administrator & Contact Center Ops

Cognizant; Carson City (NV); 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 stock purchase

Job summary

Cognizant is seeking an AWS Connect Administrator to manage Amazon Connect environments and drive contact center modernization. You will configure and maintain contact flows, routing, and security while supporting ITSM processes and 24x7 operations.

Collaboration with enterprise teams and ongoing automation initiatives are key aspects of this role. The role emphasizes platform health, incident response, and analytics to improve customer experiences and operational KPIs.

Qualifications

• Experience administering Amazon Connect environments across production and non-production.

Responsibilities

• 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.
• 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, 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.

Skills

Amazon Connect Administration

Contact Flow Design

Queue Management

Routing Profiles

Security Profiles

User Management

Real-Time Monitoring

Historical Reporting

Contact Center Operations

Incident Management

Problem Management

Change Management

Knowledge Management

Customer Service Orientation

Troubleshooting

Stakeholder Management

Tools

AWS IAM

AWS Lambda

Amazon S3

CloudWatch

Amazon Lex

AWS SNS

API Gateway

ServiceDesk Plus

ServiceNow

CRM Platforms

Active Directory

Microsoft Teams

Power Automate

APIs

Job description

Cognizant is seeking an AWS Connect Administrator to manage Amazon Connect environments and drive contact center modernization. You will configure and maintain contact flows, routing, and security while supporting ITSM processes and 24x7 operations.

Collaboration with enterprise teams and ongoing automation initiatives are key aspects of this role. The role emphasizes platform health, incident response, and analytics to improve customer experiences and operational KPIs.