Amazon Connect Administrator

About the role

The AWS Cloud Workforce & Routing Administration Specialist is responsible for the ongoing administration, optimization, and governance of routing, staffing, forecasting, and skill management within AWS-based contact center platforms. This role ensures that customer contacts are efficiently routed to the right resources at the right time through disciplined skills administration, workforce alignment, and routing governance—without performing call flow or profile design changes. Based in Manila and supporting global stakeholders, this role focuses on operational enablement rather than solution configuration, partnering closely with US-based workforce, operations, and platform teams to ensure routing strategies, skills, and capacity plans are executed accurately and consistently in the AWS environment.

Key responsibilities

• Administer and maintain agent skills, routing attributes, and capacity constructs within AWS-based contact center services.
• Execute approved routing, skill, and queue changes aligned to workforce strategies, staffing models, and operational policies.
• Ensure routing logic supports forecasted demand, service level objectives, and staffing plans—without modifying call flows or customer experience logic.
• Partner with Workforce Management (WFM) and Operations teams to translate forecasting and staffing decisions into accurate routing and skill configurations.
• Validate that skills and routing align with agent proficiency, training status, certifications, and business rules.
• Support the operational execution of staffing plans and forecasts through accurate routing and skills administration.
• Assist in evaluating the impact of forecast changes, volume shifts, or staffing constraints on routing effectiveness.
• Provide operational insights on how routing, skill utilization, and capacity settings affect workload distribution and service levels.
• Maintain strong governance over routing and skills administration, ensuring changes follow approved workflows, documentation, and authorization protocols.
• Provide operational support for AWS contact center routing and skills, including issue investigation, data validation, and defect analysis.

About you

• Bachelor's degree in Information Technology, Business Operations, Engineering, or a related field.
• 3+ years (Professional) or 5+ years (Senior Professional) experience supporting contact center or workforce operations in a cloud-based environment.
• Strong understanding of contact routing concepts, including skills-based routing, capacity management, and workload distribution.
• Experience administering skills, queues, routing attributes, or workforce constructs in AWS or comparable cloud platforms.
• Familiarity with forecasting, staffing, and workforce management principles and how they translate into routing execution.
• Strong analytical, detail-oriented, and operational troubleshooting skills.
• Excellent written and verbal English communication skills.
• Experience with AWS Connect or AWS-based contact center platforms (administration-focused roles preferred).
• Exposure to Workforce Management (WFM) tools, forecasting models, or capacity planning processes.
• Experience operating in a governed, enterprise, or regulated environment.