Position 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.

Sample Job Objective

"The Amazon Connect Administrator is responsible for ensuring the stability, performance, and continuous improvement of the organization's Amazon Connect contact center platform. This role partners with business and technology teams to deliver efficient customer experiences, streamline operations, and support strategic contact center initiatives."

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
AWS Lambda
Amazon S3
Amazon CloudWatch
Amazon Kinesis
Amazon DynamoDB
Support omnichannel capabilities such as voice, chat, and task management.
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.

📌 Amazon Connect Administrator (India)
🏢 Bridgestone Americas
📍 India