Remote AWS Connect Administrator for Contact Center

Cognizant; Santa Fe (NM); Remote; USD 73,000 - 85,000; Full time

Benefits offered by this job

Medical/Dental/Vision/Life Insurance

Paid holidays

401(k) plan

Job summary

Cognizant is seeking an AWS Connect Administrator to manage Amazon Connect environments, design and maintain contact flows, queues, routing profiles, and security configurations for a remote-ready contact center. The role covers operational support, incident response, IVR management, and platform integrations with CRM, ServiceNow, and AWS services.

The candidate will develop dashboards, monitor KPIs, and drive automation across Lambda, API gateways, and Lex-based interactions while ensuring

Qualifications

• Experience administering Amazon Connect environments in production and non-production.
• Ability to configure and maintain contact flows, queues, routing profiles and security profiles.
• Experience with IVR design, call routing, and self-service capabilities.
• Proficiency in integrating Amazon Connect with AWS services and external platforms (CRM, ServiceNow, Teams).

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.
• Provide contact center operations support and incident response for outages.
• Design, implement, and optimize IVR and call routing workflows.
• Develop and maintain dashboards and reports for operational metrics.
• Ensure security, compliance, and governance of the platform.
• Drive automation and modernization using Lambda, APIs, and workflow tools.

Skills

Amazon Connect Administration

Contact Flow Design

Queue Management

Routing Profiles

Security Profiles

User Management

Real-Time Monitoring

Historical Reporting

IVR Design

Platform Integration

Reporting & Analytics

Tools

AWS Lambda

Amazon Connect

Amazon S3

CloudWatch

Lex

SNS

API Gateway

ServiceNow

ServiceDesk Plus

Power Automate

Job description

Cognizant is seeking an AWS Connect Administrator to manage Amazon Connect environments, design and maintain contact flows, queues, routing profiles, and security configurations for a remote-ready contact center. The role covers operational support, incident response, IVR management, and platform integrations with CRM, ServiceNow, and AWS services.

The candidate will develop dashboards, monitor KPIs, and drive automation across Lambda, API gateways, and Lex-based interactions while ensuring