[Remote] System Administrator Amazon Connect

Note: The job is a remote job and is open to candidates in USA. CTG is a company that delivers IT and business solutions to enhance clients’ digital agility. They are seeking an experienced Amazon Connect System Administrator to configure, maintain, and optimize Amazon Connect environments for clients and internal teams, requiring strong cloud contact center administration skills and collaboration with stakeholders.ResponsibilitiesConfigure and maintain Amazon Connect instances, including users, security profiles, routing profiles, queues, hours of operation, phone numbers, quick connects, prompts, and contact center settingsManage day-to-day administrative tasks to ensure Amazon Connect environments operate securely, reliably, and in alignment with client business requirementsDesign, build, test, and maintain Amazon Connect workflows and contact flows that support inbound, outbound, transfer, callback, IVR, queue, and after-hours contact center scenariosTranslate business requirements into efficient call routing logic, menu structures, prompts, queue handling, escalation paths, and customer experience workflowsConfigure and support routing profiles, queues, agent assignments, channel availability, cross-channel concurrency, queue priorities, and operational routing rulesCreate and maintain user accounts, permissions, security profiles, and access controls while following least-privilege and client security standardsTroubleshoot contact flow errors, routing issues, agent access problems, call quality concerns, queue behavior, telephony configuration, and integration-related incidentsMonitor system performance, review logs and operational metrics, identify recurring issues, and recommend configuration improvementsCollaborate 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 systemsParticipate in configuration reviews, technical design discussions, migration activities, and change management processes for Amazon Connect environmentsCreate and execute test scenarios for workflows, routing paths, queue behavior, prompts, transfers, callbacks, and agent experience validationMaintain clear documentation for configuration changes, workflow designs, runbooks, troubleshooting procedures, and operational handoffsSkillsMinimum of 1–3 years of experience administering contact center platforms, cloud-based communication systems, or related customer engagement technologiesHands-on experience configuring Amazon Connect, including contact flows, queues, routing profiles, users, security profiles, prompts, phone numbers, and operational settingsStrong working knowledge of Amazon Connect workflows, contact flows, flow modules, routing profiles, queues, channels, prompts, user permissions, and reporting conceptsFamiliarity 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 systemsAbility to interpret business requirements and convert them into clear, maintainable contact center workflows and routing designsStrong attention to customer experience, operational efficiency, prompt design, escalation handling, and agent usabilityStrong analytical and troubleshooting skills to diagnose workflow, routing, queue, access, and integration issues in a fast-paced support environmentAbility to evaluate logs, test results, user feedback, and operational metrics to identify root causes and recommend corrective actionsHighly organized and detail-oriented, with the ability to manage configuration changes, documentation, testing, and support requests across multiple prioritiesStrong written and verbal communication skills, with the ability to work effectively with clients, business users, technical teams, and operational stakeholdersAbility to work in an Agile environment using ADO to track progress on project deliverablesExcellent verbal and written English communication skills and the ability to interact professionally with a diverse groupAWS Cloud Practitioner, Amazon Connect-related training including the Communication Badge, or equivalent cloud/contact center certificationExperience using KiroAWS Solutions Architect Associate is a plus but not requiredExperience with Amazon Connect Customer, Amazon Connect Health, Amazon Connect Talent and Amazon Connect DecisionsBenefitsIn addition to salary, a competitive benefit package is also offered.Company OverviewCTG, a Cegeka company, is at the forefront of digital transformation, offering innovative IT solutions and services that accelerate your strategy and project momentum. It was founded in 1966, and is headquartered in Buffalo, New York, USA, with a workforce of 5001-10000 employees. Its website is http://www.ctg.com.Company H1B SponsorshipCTG has a track record of offering H1B sponsorships, with 4 in 2025, 11 in 2024, 5 in 2023, 7 in 2022, 10 in 2021, 11 in 2020. Please note that this does not guarantee sponsorship for this specific role.