Technical Product Manager

VSG Business Solutions LLC; Seattle (WA); On-site; USD 90,000 - 130,000; Full time

Job summary

VSG Business Solutions LLC is seeking an experienced Amazon Connect Administrator to design, implement, and maintain contact flows, routing profiles, queues, and real-time/historical metrics. You will manage agent security profiles, permissions, and access controls, while ensuring high availability of the Connect instance.

You will provide architectural guidance, explore automations (Lambda, Lex, Contact Lens), document SOPs, and mentor the team to scale Connect operations for future growth.

Qualifications

• 5+ years hands-on Amazon Connect administration in production.
• Strong knowledge of contact flows, routing profiles, queues, hours of operation, quick connects.
• Experience with user and security profile management, IAM policies and access controls.
• Familiarity with AWS services commonly integrated with Connect (Lambda, S3, CloudWatch, Kinesis).
• Strong troubleshooting skills for contact center platforms.
• Excellent communication skills to explain technical concepts to non-technical stakeholders.

Responsibilities

• Design, implement, and maintain contact flows, routing profiles, and queues.
• Manage agent profiles, security profiles, permissions, and access controls in Amazon Connect.
• Configure and optimize queue settings, hours of operation, and quick connects.
• Monitor system health and ensure high availability of the Connect instance.
• Configure real-time and historical reporting dashboards, CTRs, and operational metrics.
• Provide architectural recommendations to improve deployment and scale for growth.
• Identify automation opportunities and integration enhancements (Lambda, Lex, Contact Lens).
• Document best practices, runbooks, and SOPs for Connect operations.
• Mentor and upskill team members on Amazon Connect capabilities.
• Collaborate with colleagues to offload bandwidth constraints and ensure continuity of Connect operations.

Skills

Amazon Connect administration

Contact center features

IAM / security profiles

AWS services integration

Troubleshooting

Communication skills

Tools

Lambda

S3

CloudWatch

Kinesis

DynamoDB

Lex

Job description

Job Description :

Day-to-Day Administration:

• Routing Configurations: Design, implement, and maintain contact flows, routing profiles and queues to ensure optimal call distribution
• User Management: Manage agent profiles, security profiles, permissions, and access controls within Amazon Connect
• Queue Updates: Configure and optimize queue settings, hours of operation, and quick connects based on business needs
• Platform Maintenance: Monitor system health, apply updates, troubleshoot issues, and ensure high availability of the Connect instance
• Reporting and Metrics: Configure real-time and historical reporting dashboards, contact trace records (CTR), and operational metrics

Strategic Guidance:

• Provide architectural recommendations to improve the Connect deployment and scale for future growth
• Identify automation opportunities and integration enhancements (Lambda, Lex, Contact Lens)
• Document best practices, runbooks, and SOPs for ongoing Connect operations
• Mentor and upskill existing team members on Amazon Connect capabilities
• Collaborate with Charles and Grace to offload bandwidth constraints and ensure continuity of Connect operations

Required Qualifications:

• 5 plus years of hands-on experience administering Amazon Connect instances in a production environment
• Strong knowledge of Amazon Connect features: contact flows, routing profiles, queues, hours of operation, quick connects
• Experience with user and security profile management, IAM policies, and access controls.
• Familiarity with AWS services commonly integrated with Connect (Lambda, S3, CloudWatch, Kinesis)
• Strong troubleshooting skills for contact center platform issues
• Excellent communication skills with the ability to explain technical concepts to non-technical stakeholders

Preferred Qualifications:

• Experience with Amazon Connect APIs, Streams API, and Contact Lens for real-time and post-call analytics
• Hands-on experience with Connect integrations: Amazon Lex (chatbots), Lambda functions, and DynamoDB
• Familiarity with workforce management (WFM) tools and their integration with Connect
• Prior experience working with or for Concentrix or similar BPO/contact center service providers
• Knowledge of telephony concepts: SIP, PSTN, DID management.