Remote AWS Connect & Contact Center Admin

Cognizant; Des Moines (IA); Remote; USD 73,000 - 85,000; Full time

Benefits offered by this job

Medical/Dental/Vision/Life Insurance

Paid holidays plus Paid Time Off

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 remotely, ensuring high availability and seamless agent connectivity. The role supports design, implementation, and optimization of contact flows, queues, routing, and agent profiles to improve customer experiences.

The position requires strong knowledge of AWS services and integration with ServiceNow, CRM platforms, and Teams. Remote work enabled with 24x7 support as needed.

Qualifications

• Experience administering Amazon Connect environments in production and non-production.
• Ability to configure contact flows, queues, routing profiles, and agent/security profiles.
• On-call/on-site incident support and 24x7 operational readiness.
• Knowledge of IVR design, call routing, and telephony integration.
• Experience with API integrations and platform automation workflows.

Responsibilities

• Administer and support Amazon Connect across environments.
• Configure contact flows, queues, routing profiles, and agent/security profiles.
• Onboard/offboard users and manage deprovisioning.
• Monitor platform health and resolve incidents.
• Design and maintain IVR and call routing workflows.
• Support integrations with ServiceNow, CRM, AD, Teams, and AWS services.

Skills

Amazon Connect Administration

Contact Flow Design

Queue Management

Routing Profiles

Security Profiles

Real-Time Monitoring

Historical Reporting

Incident Management

Tools

ServiceDesk Plus

ServiceNow

CRM Platforms

Active Directory

Microsoft Teams

AWS Lambda

AWS Services

Reporting Platforms

Job description

Cognizant is seeking an AWS Connect Administrator to manage Amazon Connect environments remotely, ensuring high availability and seamless agent connectivity. The role supports design, implementation, and optimization of contact flows, queues, routing, and agent profiles to improve customer experiences.

The position requires strong knowledge of AWS services and integration with ServiceNow, CRM platforms, and Teams. Remote work enabled with 24x7 support as needed.