Remote AWS Connect & Contact Center Administrator

Cognizant; Cheyenne (WY); 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, IVR design, and contact-center integrations. The role requires hands-on administration, monitoring, and incident response to ensure high availability of the contact center platform.

The ideal candidate will design and optimize contact flows, queues, routing profiles, and security controls while collaborating with ITSM and business teams to improve customer journeys. Remote work is supported.

Qualifications

• Experience administering Amazon Connect environments and related contact-center platforms.
• Ability to design and maintain IVR and call routing workflows.
• Experience with AWS services and integrations (Lambda, API Gateway, S3, CloudWatch).
• Support 24x7 operations and incident response in a contact center.
• Strong understanding of contact center metrics and reporting.

Responsibilities

• Administer and support Amazon Connect environments across production and non-production instances.
• Configure and maintain Contact Flows, Queues, Routing Profiles, and Security Profiles.
• Manage user onboarding, modifications, and deprovisioning.
• Perform platform health monitoring and issue resolution.
• Ensure high availability and operational stability of the contact center environment.
• Troubleshoot call routing, telephony, IVR, and voice quality issues.
• Design, configure, and maintain IVR and call routing workflows.
• Support integrations between Amazon Connect and ServiceDesk Plus, ServiceNow, CRM platforms, and AWS services.
• Develop and maintain operational dashboards and reports.
• Support audit activities and reporting requirements.

Skills

Amazon Connect Administration

Contact Flow Design

Queue Management

Routing Profiles

Security Profiles

User Management

Real-Time Monitoring

Historical Reporting

Contact Center Operations

Tools

ServiceDesk Plus

ServiceNow

CRM Platforms

Active Directory

Microsoft Teams

Lambda Functions

AWS Services

Reporting Platforms

Job description

Cognizant is seeking an AWS Connect Administrator to manage Amazon Connect environments, IVR design, and contact-center integrations. The role requires hands-on administration, monitoring, and incident response to ensure high availability of the contact center platform.

The ideal candidate will design and optimize contact flows, queues, routing profiles, and security controls while collaborating with ITSM and business teams to improve customer journeys. Remote work is supported.