Remote AWS Connect & Contact Center Specialist

Cognizant; Des Moines (IA); On-site; USD 110,000 - 130,000; Full time

Benefits offered by this job

Medical/Dental/Vision/Life Insurance

401(k) plan and contributions

Paid holidays and PTO

Discretionary annual incentive program

Job summary

Cognizant is seeking an AWS Connect Administrator to manage and optimize Amazon Connect environments across production and non-production setups. You will configure flows, queues, routing, and user access while ensuring platform health and incident response.

Remote role with potential for 24x7 support as needed. The ideal candidate will have strong Amazon Connect experience, ITSM knowledge, and a focus on customer experience improvements through automation and integrations with AWS services and

Qualifications

• Experience administering Amazon Connect and contact center platforms.
• Ability to design and manage IVR, call routing, and queues.
• Proficiency with cloud services and automation for platform health.
• Familiarity with ITSM tools and incident handling.

Responsibilities

• Administer Amazon Connect environments across production and non-production.
• Configure and maintain contact flows, queues, routing profiles, agent profiles, security profiles, and operations hours.
• Manage user onboarding, modifications, and deprovisioning; monitor platform health and resolve issues.

Skills

Amazon Connect

Contact Flow Design

Queue Management

Routing Profiles

Security Profiles

User Management

Real-Time Monitoring

Historical Reporting

Contact Center Operations

IVR Design

ACD Call Routing

Voice & Telephony

Power BI

ServiceNow Integration

Lambda Functions

AWS Services

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 and optimize Amazon Connect environments across production and non-production setups. You will configure flows, queues, routing, and user access while ensuring platform health and incident response.

Remote role with potential for 24x7 support as needed. The ideal candidate will have strong Amazon Connect experience, ITSM knowledge, and a focus on customer experience improvements through automation and integrations with AWS services and