Amazon Connect Administrator

Bridgestone Americas

Bridgestone GCC is hiring for Amazon Connect Administrator!!

Amazon Connect Administrator – Role Summary

The Amazon Connect Administrator is responsible for managing, configuring, and optimizing the Amazon Connect cloud contact center platform to ensure seamless customer service operations. This role works closely with business and technical teams to enhance contact center performance, streamline workflows, and deliver efficient customer experiences.

Key Responsibilities

Administer Amazon Connect environment (users, queues, routing profiles, contact flows).
Design and manage IVR flows, routing strategies, and omnichannel capabilities (voice/chat).
Configure integrations with AWS services such as Amazon Lex, AWS Lambda, S3, CloudWatch, and Kinesis.
Monitor system performance and KPIs (Service Level, AHT, FCR, CSAT).
Troubleshoot contact center, telephony, and integration issues.
Maintain system documentation and ensure security, compliance, and access control.
Collaborate with stakeholders for enhancements and system integrations (CRM, WFM tools).

Required Qualifications

3+ years in contact center technology; 2+ years with Amazon Connect.
Experience with AWS services and cloud-based environments.
Strong understanding of contact center operations and troubleshooting.

Preferred Skills

AWS certifications (Cloud Practitioner / Solutions Architect).
Experience with tools like Salesforce, ServiceNow, or WFM solutions.
Knowledge of APIs, integrations, and reporting tools.

Core Skills