Amazon Connect Administrator

Position 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.

Sample Job Objective "The Amazon Connect Administrator is responsible for ensuring the stability, performance, and continuous improvement of the organization's Amazon Connect contact center platform. This role partners with business and technology teams to deliver efficient customer experiences, streamline operations, and support strategic contact center initiatives." 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
• AWS Lambda
• Amazon S3
• Amazon CloudWatch
• Amazon Kinesis
• Amazon DynamoDB
• Support omnichannel capabilities such as voice, chat, and task management.

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.

Preferred Qualifications

• AWS Certified Cloud Practitioner, Solutions Architect, or Amazon Connect Specialty-related certifications.
• Experience with:
• Salesforce Service Cloud
• ServiceNow
• Microsoft Dynamics
• NICE, Verint, or Calabrio WFM solutions
• Contact Lens for Amazon Connect
• Knowledge of APIs, REST services, and integrations.
• Experience with scripting or automation 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

Soft Skills

• Strong analytical and problem-solving skills.
• Excellent communication and stakeholder management abilities.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong attention to detail and commitment to service excellence.
• Ability to translate business requirements into technical solutions.