Remote AWS Connect & IVR Systems Admin

Cognizant; Hartford (CT); Remote; USD 73,000 - 85,000; Full time

Benefits offered by this job

Medical/Dental/Vision/Life Insurance

Paid holidays and PTO

401(k) plan

Job summary

Cognizant is seeking an AWS Connect Administrator to manage Amazon Connect environments, IVR design, and contact center workflows. You will ensure high availability, performance, and security while supporting integrations with ServiceNow, Salesforce, and other platforms.

Role requires 24x7 support availability as needed and strong collaboration with ITSM and development teams. Remote work option with Cognizant benefits and incentive program.

Qualifications

• Experience administering Amazon Connect environments and IVR/call routing configurations.
• Familiarity with ITSM tools (ServiceDesk Plus or similar) and incident management.
• Deep understanding of contact center metrics and governance.

Responsibilities

• Administer and support Amazon Connect environments across production and non-production instances.
• Configure and maintain contact flows, queues, routing profiles, agent and security profiles.
• Design and maintain IVR and call routing workflows; implement self-service capabilities.
• Monitor health and performance; support 24x7 operation when needed.
• Collaborate on API integrations and workflow automation with AWS services and CRM platforms.
• Develop dashboards and reports tracking KPIs like AHT, SLA, and CSAT.
• Ensure security, access controls, and governance in line with policies.

Skills

Customer service orientation

Communication skills

Troubleshooting

Root cause analysis

Stakeholder management

Documentation

Incident management

Process improvement

Education

AWS Certified Cloud Practitioner

AWS Certified SysOps Administrator

AWS Certified Solutions Architect Associate

Amazon Connect Certification

ITIL Foundation

Tools

ServiceNow

Salesforce Service Cloud Voice

Genesys

Five9

NICE inContact

Power BI

Microsoft Teams Voice

ServiceNow Integration

Job description

Cognizant is seeking an AWS Connect Administrator to manage Amazon Connect environments, IVR design, and contact center workflows. You will ensure high availability, performance, and security while supporting integrations with ServiceNow, Salesforce, and other platforms.

Role requires 24x7 support availability as needed and strong collaboration with ITSM and development teams. Remote work option with Cognizant benefits and incentive program.