Remote AWS Connect Administrator & Contact Center Ops

Cognizant; Cheyenne (WY); Remote; USD 73,000 - 85,000; Full time

Benefits offered by this job

Medical/Dental/Vision/Life Insurance

401(k) plan with company match

Discretionary annual incentive program

Job summary

Cognizant is seeking an AWS Connect Administrator to manage Amazon Connect environments, design contact flows, and optimize contact center operations. The role involves security, platform integrations, and analytics to support 24x7 operations.

Responsibilities include incident response, performance monitoring, and driving automation across AWS services, APIs, and tools like ServiceNow, CRM, and Teams.

Qualifications

• Experience with Amazon Connect administration and contact flows.
• Hands-on with IVR, ACD routing, and call routing configurations.
• Ability to design, monitor, and improve contact center metrics and SLAs.
• Experience integrating AWS services and external platforms via APIs.

Responsibilities

• Administer and support Amazon Connect environments (production and non-production).
• Design and maintain IVR, contact flows, queues, routing profiles, and security profiles.
• Support platform integrations (ServiceNow, CRM, AD, Teams, Lambda).
• Develop dashboards and reports for operational and customer experience monitoring.
• Ensure high availability, incident response, and 24x7 support when needed.
• Drive automation to reduce manual operational tasks and improve workflows.

Skills

Amazon Connect

Contact Center Ops

Troubleshooting

SLA Monitoring

Automation

Security & Compliance

APIs

Power BI

Education

ITIL Foundation

Tools

Lambda

S3

CloudWatch

API Gateway

ServiceNow Integration

Microsoft Teams

Job description

Cognizant is seeking an AWS Connect Administrator to manage Amazon Connect environments, design contact flows, and optimize contact center operations. The role involves security, platform integrations, and analytics to support 24x7 operations.

Responsibilities include incident response, performance monitoring, and driving automation across AWS services, APIs, and tools like ServiceNow, CRM, and Teams.