Amazon Contact Center Platform Administrator

Job Description – AWS Connect Administrator

Position Title AWS Connect Administrator / Contact Center Platform Administrator

Location

Remote

* Please note, this role is not able to offer visa transfer or sponsorship now or in the future*

Key Responsibilities

Amazon Connect Administration

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.

Contact Center Operations Support

Ensure high availability and operational stability of the contact center environment.

Support Service Desk and Contact Center teams during operational 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.

Contact Flow & IVR Management

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.

Platform Integration

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.

Reporting & Analytics

Develop and maintain operational dashboards and reports.

Monitor

Call Volumes

Abandonment Rates

Service Levels

Average Handle Time (AHT)

Agent Utilization

Customer Experience Metrics

Support executive and customer governance reporting.

Identify performance trends and service improvement opportunities.

Security & Compliance

Administer security profiles and access controls.

Ensure compliance with organizational security policies.

Support audit activities and reporting requirements.

Maintain platform configuration documentation and operational runbooks.

Implement and monitor platform governance controls.

Automation & Continuous Improvement

Drive automation opportunities using

AWS Lambda

Amazon Connect Flows

Amazon Lex

Power Automate

APIs

Reduce manual operational activities through workflow optimization.

Support AI-enabled customer interaction initiatives.

Participate in platform modernization and transformation projects.

Required Technical Skills

Amazon Connect

Amazon Connect Administration

Contact Flow Design

Queue Management

Routing Profiles

Security Profiles

User Management

Real-Time Monitoring

Historical Reporting

Contact Center Operations

AWS Services

AWS IAM

AWS Lambda

Amazon S3

Amazon CloudWatch

Amazon Lex

AWS SNS

AWS API Gateway

Contact Center Technologies

IVR Design and Support

ACD Call Routing

Voice and Telephony Platforms

Omnichannel Contact Center Support

Workforce Optimization Concepts

Call Recording Solutions

ITSM & Service Operations

ServiceDesk Plus

ITIL Foundation Concepts

Incident Management

Problem Management

Change Management

Knowledge Management

Preferred Skills

Amazon Connect CCP

Salesforce Service Cloud Voice

Amazon Lex Chatbots

Genesys

Five9

NICE inContact

Power BI

Microsoft Teams Voice

ServiceNow Integration

Contact Center AI Solutions

Key Competencies

Customer Service Orientation

Contact Center Operations

Troubleshooting and Root Cause Analysis

Communication Skills

Stakeholder Management

Process Improvement

Documentation and Knowledge Management

Incident and Escalation Management

Preferred Certifications

AWS Certified Cloud Practitioner

AWS Certified SysOps Administrator

AWS Certified Solutions Architect Associate

Amazon Connect Certification (Preferred)

ITIL Foundation

Key Performance Indicators (KPIs)

Operational KPIs

Platform Availability (%)

Service Level Achievement (%)

Call Routing Accuracy

Contact Flow Success Rate

Incident Resolution SLA Compliance

Customer Experience KPIs

Average Speed to Answer (ASA)

Average Handle Time (AHT)

Abandonment Rate

Customer Satisfaction (CSAT)

First Contact Resolution (FCR)

Platform KPIs

Change Success Rate

Call Quality Metrics

Reporting Accuracy

Automation Adoption

Platform Security Compliance

The Salary for this position will be 73000 to 85000 yearly depending on experience and other qualifications of the successful candidate.

This position is also eligible for Cognizant’s discretionary annual incentive program, based on performance and subject to the terms of Cognizant’s applicable plans.

Benefits

Cognizant offers the following benefits for this position, subject to applicable eligibility requirements:

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

Disclaimer

The compensation, and benefits information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.

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