AWS Connect Administrator

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

• 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:
• Service Desk Plus
• Service Now
• 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.

• 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 Cloud Watch
• 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

• Service Desk Plus
• ITIL Foundation Concepts
• Incident Management
• Problem Management
• Change Management
• Knowledge Management

• Amazon Connect CCP
• Salesforce Service Cloud Voice
• Amazon Lex Chatbots
• Genesys
• Five9
• NICE in Contact
• Power BI
• Microsoft Teams Voice
• Service Now Integration
• Contact Center AI Solutions

• 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 Sys Ops Administrator
• AWS Certified Solutions…