AWS Connect Administrator / Concierge Support Specialist

Summary We are seeking a highly skilled AWS Connect Administrator and Concierge Support Specialist to lead our IT Services operations. In this pivotal role, you will serve as the primary architect and maintainer of our cloud-based contact center infrastructure, ensuring seamless connectivity and optimal performance for our support teams.

This position is critical for bridging technical administration with frontline support, driving efficiency in customer interactions while managing complex integrations and system reliability.

Responsibilities

Design, configure, and maintain AWS Connect environments, including routing logic, queues, and contact flows. Manage user access, permissions, and security protocols across the contact center platform. Oversee the integration and administration of CRM and support tools such as Salesforce, Service. Now, or Zendesk. Develop and execute automation scripts using Python or Power.

Shell to streamline operational workflows. Monitor system health, perform production support, and lead troubleshooting efforts to resolve technical incidents promptly. Utilize Amazon Connect Contact Lens to analyze customer interactions and enhance service quality. Implement and manage Workforce Management (WFM) strategies to optimize agent scheduling and productivity.

Maintain relevant AWS certifications and stay current with evolving cloud technologies and best practices.

Requirements

Possess 6 to 8 years of professional experience in IT services, specifically within contact center or cloud administration. Hold valid AWS Certifications relevant to Connect or general cloud architecture. Demonstrate proven expertise in administering platforms like Salesforce, Service. Now, or Zendesk. Show strong proficiency in writing and debugging automation scripts using Python or Power.

Shell. Have a deep understanding of Amazon Connect features, including Contact Lens and user management. Exhibit solid knowledge of Workforce Management (WFM) principles and their application in contact centers. Display a track record of handling production support and resolving complex technical issues efficiently. Be prepared to operate within a compensation range of ₹15 LPA.