Remote AWS Connect Administrator — Contact Center Ops

Cognizant

Des Moines (IA)

On-site

USD 110,000 - 130,000

Full time

5 days ago

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Benefits offered by this job

Medical/Dental/Vision/Life Insurance

401(k) plan and contributions

Paid holidays and PTO

Job summary

Cognizant is seeking an AWS Connect Administrator to manage Amazon Connect environments, IVR flows, routing, and agent profiles in a remote capacity. The role focuses on platform reliability, integration with ServiceNow, CRM systems, and Lambda-based automation to enhance customer journeys.

The successful candidate will monitor call quality, participate in incident response, and drive continuous improvement in contact center operations, analytics, and governance while supporting 24x7 operations

Qualifications

Experience administering and supporting Amazon Connect environments.
Ability to design and maintain IVR and contact routing workflows.
Experience with service desk and incident response in a contact center.
Knowledge of platform integrations (ServiceNow, CRM, AD, Teams, Lambda).
Familiar with reporting and analytics for contact center KPIs.

Responsibilities

Administer Amazon Connect environments in production and non-production.
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.
Monitor platform health and resolve issues.
Support 24x7 operations when required.
Design and optimize IVR and routing for improved CX.
Integrate Connect with ServiceDesk Plus, ServiceNow, CRM, AD, Teams, and AWS services.
Develop dashboards and reports for call volumes, AHT, SLA, and CX metrics.