Remote AWS Connect Administrator for Modern Contact Center

Cognizant

Salt Lake City (UT)

Remote

USD 73,000 - 85,000

Full time

8 days ago

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Benefits offered by this job

Medical Insurance

Paid holidays and PTO

401(k) plan

Job summary

Cognizant is hiring an AWS Connect Administrator to manage Amazon Connect environments remotely. The role focuses on contact flow design, queue/routing/profile management, and ensuring operational stability across production and non-production setups.

The position emphasizes integration with ServiceNow, CRM platforms, IAM, and AWS services while developing dashboards and monitoring KPIs. Remote work with eligibility for Cognizant's incentives is offered.

Qualifications

Experience administering Amazon Connect environments in production and non-production.
Ability to design and maintain contact flows, queues, routing profiles, and security profiles.
Experience with monitoring, reporting and incident response for contact centers.
Familiarity with integrating Connect with ServiceNow, CRM platforms, and IAM services.
Knowledge of IVR and self-service design is a plus.

Responsibilities

Administer Amazon Connect environments across production and non-production instances.
Configure and maintain contact flows, queues, routing profiles, agent profiles and security profiles.
Monitor platform health and assist with incident resolution and 24x7 support as needed.
Design, configure, and maintain IVR and routing workflows; optimize customer journeys.
Integrate Amazon Connect with ServiceNow, CRM platforms, AD, Teams, Lambda, and AWS services.
Develop dashboards and reports to monitor KPIs and operational metrics.
Ensure security, compliance, and maintain runbooks.