Remote AWS Connect Administrator for Contact Center Ops

Cognizant; Nashville (TN); Remote; USD 73,000 - 85,000; Full time

Benefits offered by this job

Medical/Dental/Vision/Life Insurance

Paid holidays and PTO

401(k) plan and contributions

Long-term/Short-term Disability

Paid Parental Leave

Employee Stock Purchase Plan

Job summary

Cognizant is seeking an AWS Connect Administrator to manage Amazon Connect environments across production and non-production, design IVRs, flows, and routing, and ensure high availability for a remote contact center platform.

The role emphasizes platform integration with ServiceNow, CRM, and AWS services, plus reporting, security, and continuous improvement. Visa sponsorship is not available; strong ITSM and automation skills are required.

Qualifications

• Experience administering Amazon Connect environments in production and non-production.
• Strong knowledge of contact flows, queues, routing profiles, and agent profiles.
• Experience with security profiles, hours of operation, and call recording settings.
• Familiarity with platform integrations, reporting, and ITSM tools.

Responsibilities

• Administer Amazon Connect environments across production and non-production instances.
• Configure and maintain contact flows, queues, routing profiles, and agent profiles.
• Ensure high availability and operational stability of the contact center environment.
• Support service desk and incident response; troubleshoot call routing and voice quality.
• Design, configure, and maintain IVR and call routing workflows.
• Collaborate on API integrations and workflow automation with development teams.

Skills

Amazon Connect

Contact Center Operations

IVR Design

Routing & Queues

Security Profiles

User Management

Real-Time Monitoring

Historical Reporting

Platform Integration

AWS Lambda

ServiceNow

CRM Platforms

Power Automate

APIs

Microsoft Teams

ServiceDesk Plus

Tools

AWS Lambda

ServiceNow

CRM Platforms

Power Automate

APIs

Microsoft Teams

ServiceDesk Plus

Job description

Cognizant is seeking an AWS Connect Administrator to manage Amazon Connect environments across production and non-production, design IVRs, flows, and routing, and ensure high availability for a remote contact center platform.

The role emphasizes platform integration with ServiceNow, CRM, and AWS services, plus reporting, security, and continuous improvement. Visa sponsorship is not available; strong ITSM and automation skills are required.