Amazon Connect Administrator

Summary:

This position involves providing professional services to support contact center operations and enterprise voice services. The role includes administration, configuration, optimization, and operational support services to improve platform reliability, customer experience, and operational efficiency.

Responsibilities:

• Administration and support services for contact center operations including configuration, maintenance, and optimization of contact flows, queues, routing profiles, agents, and the Contact Control Panel (CCP).
• Design and enhance routing logic to improve call handling efficiency and first-call resolution.
• Monitor system performance, availability, and operational health.
• Troubleshoot and remediate contact center issues.
• Support scalable contact center capabilities aligned with business demand and cost efficiency.
• Administration and support of enterprise voice infrastructure, including session border controllers, direct inward dial services, SIP trunks, routers, and voice gateways.
• Integration between contact center and enterprise voice platforms.
• Troubleshoot voice quality, routing, and connectivity issues.
• Ensure availability, resiliency, and security of voice services supporting global operations.
• Configured and optimized contact center components.
• Implemented and supported enterprise voice configurations and integrations.
• Documentation of configurations, changes, and operational handoffs.
• Operational status updates and service reporting as requested.

Required Skills:

• Experience in contact center administration and enterprise voice services.
• Strong troubleshooting and problem-solving skills.
• Ability to effectively communicate and document work performed.

Preferred Skills:

• Experience with scalable contact center capabilities.
• Knowledge of integration between contact center and enterprise voice platforms.

#AditiConsulting
# 26-02027