Summary

The Amazon Connect Administrator is responsible for the administration, configuration, maintenance, and optimization of the Amazon Connect cloud contact center platform. This role ensures reliable contact center operations, manages system configurations, supports users and business stakeholders, and drives continuous improvements across customer service technologies and workflows.

Key Responsibilities

Platform Administration
- Administer and maintain the Amazon Connect workplace, including users, security profiles, routing profiles, queues, and contact flows.
- Configure and manage inbound, outbound, and callback contact center capabilities.
- Monitor platform performance, availability, and service quality.
- Maintain system documentation, procedures, and configuration standards.

Contact Center Configuration
- Design, build, and modify contact flows, IVRs, routing strategies, and queue management processes.
- Configure integrations with AWS services including:
- Amazon Lex - Focus
- AWS Lambda
- Amazon S3
- Amazon CloudWatch
- Amazon Kinesis - Focus
- Amazon DynamoDB




- Support omnichannel capabilities such as voice, chat, and task management. (worked on cat or voice bot agents)

Reporting & Analytics
- Develop and maintain operational dashboards and reports.
- Monitor KPIs including:
- Service Level
- Average Handle Time (AHT)
- Abandonment Rate
- First Contact Resolution (FCR)
- Customer Satisfaction (CSAT)
- Analyze trends and provide recommendations for performance improvement.

System Support & Troubleshooting
- Serve as the primary point of contact for Amazon Connect-related issues.
- Troubleshoot call routing, telephony, agent desktop, and system integration issues.
- Coordinate with AWS Support and internal technical teams to resolve platform incidents.
- Perform root cause analysis and implement corrective actions.

Security & Compliance
- Manage access controls and user provisioning.
- Ensure compliance with organizational security, privacy, a

📌 Amazon Connect Administrator (Bengaluru)
🏢 Bridgestone - Global Capability Center
📍 Bengaluru