System Administrator Amazon Connect

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:
  • Configure and maintain Amazon Connect instances, including users, security profiles, routing profiles, queues, hours of operation, phone numbers, quick connects, prompts, and contact center settings.
  • Manage day-to-day administrative tasks to ensure Amazon Connect environments operate securely, reliably, and in alignment with client business requirements.
• Workflow & Contact Flow Development:
  • Design, build, test, and maintain Amazon Connect workflows and contact flows that support inbound, outbound, transfer, callback, IVR, queue, and after-hours contact center scenarios.
  • Translate business requirements into efficient call routing logic, menu structures, prompts, queue handling, escalation paths, and customer experience workflows.
• Routing, Queue, and User Management:
  • Configure and support routing profiles, queues, agent assignments, channel availability, cross-channel concurrency, queue priorities, and operational routing rules.
  • Create and maintain user accounts, permissions, security profiles, and access controls while following least-privilege and client security standards.
• Troubleshooting & Operational Support:
  • Troubleshoot contact flow errors, routing issues, agent access problems, call quality concerns, queue behavior, telephony configuration, and integration-related incidents.
  • Monitor system performance, review logs and operational metrics, identify recurring issues, and recommend configuration improvements.
• Integration & Technical Collaboration:
  • Collaborate with developers, cloud engineers, business analysts, and client stakeholders to support integrations with CRM platforms, AWS Lambda, Amazon Lex, data stores, reporting tools, and other enterprise systems.
  • Participate in configuration reviews, technical design discussions, migration activities, and change management processes for Amazon Connect environments.
• Testing, Documentation & Continuous Improvement:
  • Create and execute test scenarios for workflows, routing paths, queue behavior, prompts, transfers, callbacks, and agent experience validation.
  • Maintain clear documentation for configuration changes, workflow designs, runbooks, troubleshooting procedures, and operational handoffs.

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.

CTG does not accept unsolicited resumes from headhunters, recruitment agencies, or fee based recruitment services for this role.

To Apply:

To be considered, please apply directly to this requisition using the link provided. Kindly forward this to any other interested parties. Thank you!

The expected base salary for this position ranges from $65,000 to $85,000. Salary offers are based on a wide range of factors including relevant skills, training, experience, education, market factors, and where applicable, licensure or certifications obtained. In addition to salary, a competitive benefit package is also offered.