Remote AWS Connect Administrator & CX Platform

Cognizant; Tallahassee (FL); Remote; USD 73,000 - 85,000; Full time

Benefits offered by this job

Medical/Dental/Vision/Life Insurance

Paid holidays + PTO

401(k) match and contributions

Disability insurance

Paid parental leave

Employee stock purchase plan

Job summary

Cognizant is seeking an AWS Connect Administrator to manage and optimize Amazon Connect environments, including contact flows, queues, routing, and agent profiles. The role involves platform monitoring, security/compliance oversight, and supporting 24x7 operations across production and non-production instances.

Responsibilities include designing IVR/workflows, handling integrations with ServiceNow, CRM systems, and IAM services, and driving automation with Lambda and API-based solutions.

Qualifications

• Experience administering Amazon Connect environments across production and non-production instances.
• Configuring contact flows, queues, routing profiles, agent profiles, and security profiles.
• Managing user onboarding, provisioning, and deprovisioning; ensuring access controls and governance.
• Monitoring platform health and coordinating incident resolution.
• Supporting 24x7 operations when required and participating in major incidents.
• Knowledge of security/compliance practices and documentation.
• Experience integrating with ServiceNow, CRM platforms, and IAM services.

Responsibilities

• Administer and support Amazon Connect environments across production and non-production instances.
• Configure and maintain contact flows, queues, routing profiles, agent profiles, and security profiles.
• Manage user onboarding, modifications, and deprovisioning; monitor platform health and incidents.
• Support contact center operations; troubleshoot call routing, telephony, IVR, and voice quality issues.
• Design, implement, and optimize IVR and call routing workflows with self-service capabilities.
• Collaborate on API integrations and workflow automation with development teams.
• Develop dashboards and reports to monitor KPIs like AHT, SLA, and service levels.

Skills

Amazon Connect

Call Routing

User Management

Troubleshooting

Security & Compliance

Platform Monitoring

Tools

AWS Lambda

Amazon Lex

Power Automate

CRM Integration

ServiceNow

ServiceDesk Plus

Microsoft Teams

Job description

Cognizant is seeking an AWS Connect Administrator to manage and optimize Amazon Connect environments, including contact flows, queues, routing, and agent profiles. The role involves platform monitoring, security/compliance oversight, and supporting 24x7 operations across production and non-production instances.

Responsibilities include designing IVR/workflows, handling integrations with ServiceNow, CRM systems, and IAM services, and driving automation with Lambda and API-based solutions.