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About the role
Summary The Amazon Connect Administrator is responsible for the administration, configuration, maintenance, and optimization of the Amazon Connect cloud contact center platform. This role ensures reliable contact center operations, manages system configurations, supports users and business stakeholders, and drives continuous improvements across customer service technologies and workflows. Key Responsibilities Platform Administration Administer and maintain the Amazon Connect environment, including users, security profiles, routing profiles, queues, and contact flows. Configure and manage inbound, outbound, and callback contact center capabilities. Monitor platform performance, availability, and service quality. Maintain system documentation, procedures, and configuration standards. Contact Center Configuration Design, build, and modify contact flows, IVRs, routing strategies, and queue management processes. Configure integrations with AWS services including: Amazon Lex - Focus AWS Lambda Amazon S3 Amazon CloudWatch Amazon Kinesis - Focus Amazon DynamoDB Support omnichannel capabilities such as voice, chat, and task management. (worked on cat or voice bot agents) Reporting & Analytics Develop and maintain operational dashboards and reports. Monitor KPIs including: Service Level Average Handle Time (AHT) Abandonment Rate First Contact Resolution (FCR) Customer Satisfaction (CSAT) Analyze trends and provide recommendations for performance improvement. System Support & Troubleshooting Serve as the primary point of contact for Amazon Connect-related issues. Troubleshoot call routing, telephony, agent desktop, and system integration issues. Coordinate with AWS Support and internal technical teams to resolve platform incidents. Perform root cause analysis and implement corrective actions. Security & Compliance Manage access controls and user provisioning. Ensure compliance with organizational security, privacy, and regulatory requirements. Support audit activities and maintain appropriate system controls. Integration & Enhancements Collaborate with IT, Operations, Workforce Management, and Business stakeholders on enhancements. Support integration with CRM, ticketing, workforce management, and reporting platforms. Participate in testing, deployment, and change management activities. Required Qualifications Bachelor's degree in Information Technology, Computer Science, Business, or related field, or equivalent experience. 3+ years of contact center technology administration experience. 2+ years of hands-on experience with Amazon Connect. Experience with AWS services and cloud-based architectures. Strong understanding of call center operations and customer service processes. Experience troubleshooting telephony and contact center systems. Knowledge of reporting and analytics tools. Technical Skills Amazon Connect Administration Contact Flow Development AWS Lambda Amazon Lex CloudWatch Monitoring S3 Storage Management Identity and Access Management (IAM) SQL Reporting API Integrations Workforce Optimization Tools
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