XTN-B75B274 | AMAZON CONNECT ADMINISTRATOR

The Amazon Connect Administrator is responsible for designing, implementing, maintaining, and optimizing contact center solutions using Amazon Connect and related AWS services. The role works closely with business stakeholders, operations teams, and technical teams to deliver scalable customer service solutions that improve customer experience and operational efficiency.

• Health Insurance/HMO 
• Enjoy unlimited MadMax Coffee
• Diverse learning & growth opportunities
• Accessible Cloud HR platform (Sprout)
• Above standard leaves

• Design, configure, and maintain Amazon Connect environments and contact flows.
• Develop IVR solutions, call routing strategies, queues, and routing profiles.
• Integrate Amazon Connect with CRM systems, APIs, databases, and other business applications.
• Build and maintain AWS Lambda functions and backend integrations to support contact center operations.
• Troubleshoot system issues and provide technical support for contact center technologies.
• Monitor system performance and recommend enhancements to improve reliability and user experience.
• Collaborate with business and IT teams to gather requirements and implement solutions.
• Create technical documentation, process guides, and user training materials.
• Support testing, deployment, and change management activities for Amazon Connect solutions.

• Hands-on experience with Amazon Connect (mandatory).
• Minimum 1 year of relevant Amazon Connect experience.
• Strong understanding of Amazon Connect architecture, including:
• Contact Flows
• Routing Profiles
• Queues
• User/Agent hierarchy
• Call routing logic
• Ability to administer, configure, and troubleshoot Amazon Connect environments.
• Experience supporting or enhancing existing Amazon Connect solutions.

• Building IVRs or Amazon Connect environments from scratch is not required.
• The original 3+ years of AWS experience can be reduced to 1+ year, provided the candidate has solid hands-on Amazon Connect experience.
• Broader AWS experience (Lambda, APIs, integrations, certifications) remains advantageous but should not outweigh the requirement for Amazon Connect expertise.
• AWS certifications are preferred but not required.