Remote AWS Connect & Contact Center Administrator

Cognizant; Juneau (AK); Remote; USD 73,000 - 85,000; Full time

Benefits offered by this job

Medical/Dental/Vision/Life Insurance

401(k) plan and contributions

Paid holidays + PTO

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 instances, design IVR and call routing workflows, and integrate with ITSM and enterprise systems. The role supports 24x7 operations, incident response, and platform modernization.

Strong knowledge of AWS services, Lambda, Lex, and CRM integrations is required. The position offers remote work with potential for global collaboration, and comes with Cognizant’s incentive

Qualifications

• Experience administering Amazon Connect environments.
• Experience with contact flows, queues and routing profiles.
• Knowledge of security profiles and user management.

Responsibilities

• Administer and support Amazon Connect environments across production and non-production instances.
• Configure and maintain contact flows, queues, routing profiles, agent profiles, security profiles, hours of operation, quick connects, call recording settings.
• Manage user onboarding, modifications, and deprovisioning.
• Perform platform health monitoring and issue resolution.
• Ensure high availability and operational stability of the contact center environment.
• Support Service Desk and Contact Center teams during incidents.
• Troubleshoot call routing, telephony, IVR, agent connectivity, and voice quality issues.
• Participate in major incident response and service restoration activities.
• Support 24x7 operations when required.
• Design, configure, and maintain IVR and call routing workflows.
• Implement self-service capabilities and automated call handling.
• Optimize customer journeys and call containment strategies.
• Support business requirements for queue management and customer experience improvements.
• Support integrations between Amazon Connect and ServiceDesk Plus, ServiceNow, CRM Platforms, Active Directory, Microsoft Teams, Lambda Functions, AWS Services, Reporting Platforms.
• Collaborate with development teams on API integrations and workflow automation.
• Assist in deploying customer experience enhancement solutions.
• Develop and maintain operational dashboards and reports.
• Monitor call volumes, abandonment rates, service levels, AHT, agent utilization, and customer experience metrics.
• Identify performance trends and service improvement opportunities.
• Administer security profiles and access controls.
• Ensure compliance with organizational security policies.
• Support audit activities and reporting requirements.
• Maintain platform configuration documentation and runbooks.
• Implement and monitor platform governance controls.
• Drive automation opportunities using AWS Lambda, Amazon Connect Flows, Amazon Lex, Power Automate, APIs.

Skills

Amazon Connect

Contact flows

Queue management

Routing profiles

Security profiles

User management

Real-time monitoring

Historical reporting

Contact center operations

IAM

Lambda

S3

CloudWatch

Lex

APIs

Tools

AWS IAM

AWS Lambda

Amazon S3

Amazon CloudWatch

Amazon Lex

AWS SNS

AWS API Gateway

Job description

Cognizant is seeking an AWS Connect Administrator to manage Amazon Connect environments across production and non-production instances, design IVR and call routing workflows, and integrate with ITSM and enterprise systems. The role supports 24x7 operations, incident response, and platform modernization.

Strong knowledge of AWS services, Lambda, Lex, and CRM integrations is required. The position offers remote work with potential for global collaboration, and comes with Cognizant’s incentive