Remote AWS Connect Administrator & Contact Center Ops

Cognizant; Montpelier (VT); Remote; USD 73,000 - 85,000; Full time

Benefits offered by this job

Medical/Dental/Vision/Life Insurance

Paid holidays + PTO

401(k) plan and employer contributions

Employee Stock Purchase Plan

Paid Parental Leave

Discretionary annual incentive program

Job summary

Cognizant is seeking an AWS Connect Administrator to manage Amazon Connect environments in a remote capacity. The role focuses on administration of contact flows, queues, routing profiles, agent security, and recording settings while ensuring high availability across environments.

Responsibilities include integration with ServiceDesk Plus, ServiceNow, CRM platforms, and AWS services; plus analytics, governance, and automation tasks to enhance customer journeys.

Qualifications

• Experience administering Amazon Connect environments across production and non-production instances.
• Ability to design and maintain IVR and contact routing flows.
• Knowledge of security profiles, access controls, and governance.

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, and call recording settings.
• Manage user onboarding, modifications, and deprovisioning; monitor platform health and resolve issues.
• Ensure high availability and operational stability of the contact center environment.
• Troubleshoot call routing, telephony, IVR, and voice quality issues; participate in incident response.
• Design, configure, and maintain IVR and call routing workflows; support self-service capabilities.

Skills

Amazon Connect

Contact Flow Design

Queue Management

Routing Profiles

Security Profiles

User Management

Real-Time Monitoring

Historical Reporting

Contact Center Operations

IVR Design

Workforce Optimization

Call Recording

Education

AWS Certified Cloud Practitioner

AWS Certified SysOps Administrator

AWS Certified Solutions Architect Associate

Amazon Connect Certification

ITIL Foundation

Tools

ServiceDesk Plus

ServiceNow

CRM Platforms

Active Directory

Microsoft Teams

Lambda Functions

AWS Services

Reporting Platforms

Job description

Cognizant is seeking an AWS Connect Administrator to manage Amazon Connect environments in a remote capacity. The role focuses on administration of contact flows, queues, routing profiles, agent security, and recording settings while ensuring high availability across environments.

Responsibilities include integration with ServiceDesk Plus, ServiceNow, CRM platforms, and AWS services; plus analytics, governance, and automation tasks to enhance customer journeys.