Note: The job is a remote job and is open to candidates in USA. Cognizant is seeking an AWS Connect Administrator to administer and support Amazon Connect contact center environments. The role focuses on contact flow and IVR management, platform integrations, operational support, reporting and analytics, security and compliance, automation, and continuous improvement.
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 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
- 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 + Average Handle Time (AHT) + Agent Utilization + Customer Experience Metrics
- Support executive and customer governance reporting
- 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 operational runbooks
- Implement and monitor platform governance controls
- 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
Skills
- * Amazon Connect Administration
- * Contact Flow Design
- * Queue Management
- * Routing Profiles
- * Security Profiles
- * User Management
- * Real-Time Monitoring
- * Historical Reporting
- * Contact Center Operations
- * AWS IAM
- * AWS Lambda
- * Amazon S3
- * Amazon CloudWatch
- * Amazon Lex
- * AWS SNS
- * AWS API Gateway
- * IVR Design and Support
- * ACD Call Routing
- * Voice and Telephony Platforms
- * Omnichannel Contact Center Support
- * Workforce Optimization Concepts
- * Call Recording Solutions
- * ServiceDesk Plus
- * ITIL Foundation Concepts
- * Incident Management
- * Problem Management
- * Change Management
- * Knowledge Management
- * 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
- * AWS Certified Cloud Practitioner
- * AWS Certified SysOps Administrator
- * AWS Certified Solutions Architect Associate
- * ITIL Foundation
- * The Salary for this position will be 110,000 and 130000 yearly depending on experience and other qualifications of the successful candidate
- * 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
- * Amazon Connect Certification (Preferred)
Benefits
- Cognizant’s discretionary annual incentive program, based on performance and subject to the terms of Cognizant’s applicable plans.
- 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
Company Overview