AWS Connect Administrator / Concierge Support Specialist

Role Summary :

We are seeking an experienced AWS Connect Administrator / Concierge Support Specialist to manage, support, and optimize the Amazon Connect contact center platform. The ideal candidate will be responsible for administration, configuration, user support, contact center operations, and continuous improvement of customer service experiences.

This role will serve as a key liaison between business users, customer service teams, and technology stakeholders to ensure seamless operation of AWS Connect and related customer engagement solutions.

Key Responsibilities :

- Administer, configure, and maintain the Amazon Connect platform and associated services.

- Manage contact flows, routing profiles, queues, prompts, users, and security permissions.

- Provide Concierge-level support for customer service agents, supervisors, and business stakeholders.

- Monitor platform health, call quality, service performance, and operational KPIs.

- Troubleshoot and resolve issues related to call routing, telephony, integrations, and user access.

- Support onboarding of new agents and teams, including provisioning, configuration, and training.

- Collaborate with business stakeholders to gather requirements and implement contact center enhancements.

- Manage integrations between AWS Connect and CRM, ticketing, workforce management, and reporting platforms.

- Develop and maintain operational documentation, runbooks, and support procedures.

- Partner with infrastructure, security, and network teams to ensure platform reliability, compliance, and availability.

- Support incident management, root-cause analysis, and continuous service improvement initiatives.

- Assist in capacity planning, forecasting, and optimization of contact center operations.

Required Skills & Experience :

- 6+ years of experience in Amazon Connect Administration and Support.

- Strong hands-on experience with :

1. Amazon Connect

2. AWS Lambda

3. Amazon Lex

4. Amazon CloudWatch

5. AWS IAM

6. Amazon S3

- Experience configuring :

1. Contact Flows

2. Routing Profiles

3. Queues

4. User Management

5. Security Roles

6. Contact Lens

- Knowledge of contact center operations, customer service processes, and call center best practices.

- Experience troubleshooting telephony, IVR, call routing, and connectivity issues.

- Strong understanding of AWS security, monitoring, and operational excellence practices.

- Experience supporting production environments and handling critical incidents.

- Excellent communication and stakeholder-management skills.

- Ability to work effectively with geographically distributed teams.

Nice-to-Have Skills :

- Experience with Genesys, Five9, NICE CXone, Cisco Contact Center, or other CCaaS platforms.

- Knowledge of CRM platforms such as Salesforce, ServiceNow, Zendesk, or Dynamics 365.

- Experience with Contact Lens analytics and conversational AI solutions.

- Familiarity with Workforce Management (WFM) tools.

- Experience with Python, PowerShell, or automation scripting.

- AWS certifications such as :

1. AWS Certified Cloud Practitioner

2. AWS Certified Solutions Architect Associate

3. AWS Certified SysOps Administrator

- Experience supporting modernization or cloud transformation initiatives.

Impact & Value :

- Ensure stable, secure, and highly available operation of the AWS Connect platform.

- Enhance customer and agent experiences through effective administration and proactive support.

- Reduce service disruptions through timely incident resolution and operational excellence.

- Drive adoption of cloud-based customer engagement capabilities and automation.

- Improve contact center efficiency, visibility, and business outcomes through continuous optimization.

- Act as a trusted partner to business stakeholders by delivering responsive Concierge-level support and ensuring seamless customer interactions.

- Contribute to customer satisfaction, operational productivity, and overall business value by maintaining a reliable and scalable contact center ecosystem.