AWS Connect Administrator / Concierge Support Specialist

Summary

We are seeking a highly skilled professional to serve as an AWS Connect Administrator and Concierge Support Specialist within the IT Services sector. In this pivotal role, you will be responsible for managing and optimizing our cloud-based contact center infrastructure, ensuring seamless communication operations, and delivering exceptional support experiences. The position demands a deep understanding of modern telephony solutions and customer engagement platforms, serving as a critical link between technical systems and end-user needs. This role is essential for maintaining high availability, improving operational efficiency, and driving continuous improvement in our support workflows.

Responsibilities

• Design, configure, and maintain Amazon Connect environments to align with evolving business requirements and service level agreements.
  
• Manage complex integrations across multiple platforms, including Genesys, Five9, and NICE CXone, ensuring interoperability and data consistency.
  
• Oversee workforce management (WFM) strategies to optimize agent scheduling, real-time adherence, and performance metrics.
  
• Develop and deploy automation scripts using Python and PowerShell to streamline administrative tasks and enhance system functionality.
  
• Implement and manage AWS Lambda functions and Amazon Lex bots to create intelligent, self-service customer interaction flows.
  
• Provide advanced technical support and troubleshooting for CRM and ticketing systems such as Salesforce, ServiceNow, and Zendesk.
  
• Act as a concierge-level support resource, resolving escalated issues and guiding users through complex technical challenges.
  
• Monitor system performance and security, proactively identifying potential bottlenecks or vulnerabilities within the contact center ecosystem.
  

Requirements

Requirements:

• Minimum of 6-8 years of professional experience in IT Services, specifically within contact center administration and support roles.
  
• Proven expertise with cloud contact center solutions, with a strong focus on Amazon Connect, AWS Lambda, and Amazon Lex.
  
• Hands-on experience administering or supporting legacy and modern telephony platforms, including Genesys, Five9, or NICE CXone.
  
• Proficiency in integrating and managing enterprise CRM and service desk tools such as Salesforce, ServiceNow, or Zendesk.
  
• Strong technical background in workforce management (WFM) principles and tools.
  
• Advanced scripting capabilities in Python and PowerShell for system automation and custom development.
  
• Ability to work effectively in a fast-paced environment while maintaining attention to detail and a commitment to service excellence.