System Administrator Amazon Connect

Amazon Connect System Administrator

CTG is seeking an experienced Amazon Connect System Administrator to configure, maintain, and optimize Amazon Connect environments for new and existing external clients and our internal teams that use Amazon Connect. The ideal candidate will have hands-on experience building and supporting Amazon Connect workflows, contact flows, queues, routing profiles, prompts, user permissions, and operational configurations. This role requires a strong understanding of cloud contact center administration, customer experience design, troubleshooting, documentation, and collaboration with business and technical stakeholders to deliver reliable, scalable, and efficient contact center solutions.

Key Responsibilities

• Amazon Connect Configuration & Administration
• Workflow & Contact Flow Development
• Routing, Queue, and User Management
• Troubleshooting & Operational Support
• Integration & Technical Collaboration
• Testing, Documentation & Continuous Improvement

Qualifications

Minimum of 1–3 years of experience administering contact center platforms, cloud-based communication systems, or related customer engagement technologies. Hands-on experience configuring Amazon Connect, including contact flows, queues, routing profiles, users, security profiles, prompts, phone numbers, and operational settings. AWS Cloud Practitioner, Amazon Connect-related training including the Communication Badge, or equivalent cloud/contact center certification is preferred. Experience using Kiro AWS Solutions Architect Associate is a plus but not required Experience with Amazon Connect Customer, Amazon Connect Health, Amazon Connect Talent and Amazon Connect Decisions preferred Skills & Competencies Technical Proficiency: Strong working knowledge of Amazon Connect workflows, contact flows, flow modules, routing profiles, queues, channels, prompts, user permissions, and reporting concepts. Familiarity with AWS services commonly used with Amazon Connect, including AWS Lambda, Amazon Lex, Amazon S3, Amazon CloudWatch, IAM, and integration patterns with CRM or ticketing systems. Workflow Design & Business Analysis: Ability to interpret business requirements and convert them into clear, maintainable contact center workflows and routing designs. Strong attention to customer experience, operational efficiency, prompt design, escalation handling, and agent usability. Analytical & Problem-Solving: Strong analytical and troubleshooting skills to diagnose workflow, routing, queue, access, and integration issues in a fast-paced support environment. Ability to evaluate logs, test results, user feedback, and operational metrics to identify root causes and recommend corrective actions. Organizational & Time Management: Highly organized and detail-oriented, with the ability to manage configuration changes, documentation, testing, and support requests across multiple priorities. Strong written and verbal communication skills, with the ability to work effectively with clients, business users, technical teams, and operational stakeholders. Ability to work in an Agile environment using ADO to track progress on project deliverables Excellent verbal and written English communication skills and the ability to interact professionally with a diverse group are required.