Description

Key Responsibilities

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 & 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+ 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

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

Job Responsibilities

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 & Metrics: Configure real-time and historical reporting dashboards, contact trace records (CTR), and operational metrics

Key Skills

Education

Bachelor's degree