AWS Connect Administrator / Concierge Support Specialist

Classic Solutions · Hyderabad

Pay₹15L–16La year, as listed

WhereHyderabadTelangana

TypeFull time

Posted29 OctYesterday, via SimplyHired

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No fee, deposit or pay-to-apply signs

Good spoken and written English expected

No vehicle or licence needed

Skills they list73 named

Function as a service (FaaS)AWS IAMEmployee onboardingQuality indicator monitoringTechnical troubleshootingCloud identity and access management (IAM)Systems integrationNetwork troubleshootingSystem administrationStandard operating procedure developmentRequirements designStakeholder collaborationBasic service issue troubleshootingAutomationProcedural guidesWorkflow managementOperations coordinationStakeholder liaisonSalesforceIT system monitoringAWS CertificationCross-departmental liaisonAWS Certified Solutions Architect – AssociateEnterprise software supportOnboarding coordinationQuality performance measurementIVRAchieving service-level targetsStakeholder coordinationCloud service supportContinuous improvementRequirements analysisScalability planningQuality improvementData access controls implementationForecastingUser managementSystem requirements definitionCustomer supportS3Amazon CloudWatchProblem managementTelephone systemsApplication maintenanceServerless cloud servicesMultidisciplinary collaborationOperational excellence initiativesOperational metrics analysisCapacity planningAccess control managementTechnical writing for technical support staffRoot cause analysisDocumentation handlingTrainingCloud monitoringInternal team coordination for issue resolutionAWS Certified Cloud Practitioner – FoundationalCommunication skillsIncident management responsibilitiesPythonPowerShellTeam coordinationKPI analysisAccess controlStakeholder relationship buildingCross-functional communicationHigh availabilityAWS Certified Solutions Architect – ProfessionalIdentity & access managementStakeholder managementSystem performance monitoringAWS LambdaCollaboration with IT

About this job

Experience: 6 – 8 Years

Required Skills

Strong hands-on experience with: o Amazon Connect o AWS Lambda o Amazon Lex o Amazon CloudWatch o AWS IAM o Amazon S3

Experience configuring: o Contact Flows o Routing Profiles o Queues o User Management o Security Roles o Contact Lens

Job Description

Role: AWS Connect Administrator / Concierge Support Specialist

Role Summary

We are seeking an experienced AWS Connect Administrator / Concierge Support Specialist to manage, support, and optimize the Amazon Connect contact center platform. The ideal candidate will be responsible for administration, configuration, user support, contact center operations, and continuous improvement of customer service experiences. This role will serve as a key liaison between business users, customer service teams, and technology stakeholders to ensure seamless operation of AWS Connect and related customer engagement solutions.

Key Responsibilities

Administer, configure, and maintain the Amazon Connect platform and associated services.

Manage contact flows, routing profiles, queues, prompts, users, and security permissions.

Provide Concierge-level support for customer service agents, supervisors, and business stakeholders.

Monitor platform health, call quality, service performance, and operational KPIs.

Troubleshoot and resolve issues related to call routing, telephony, integrations, and user access.

Support onboarding of new agents and teams, including provisioning, configuration, and training.

Collaborate with business stakeholders to gather requirements and implement contact center enhancements.

Manage integrations between AWS Connect and CRM, ticketing, workforce management, and reporting platforms.

Develop and maintain operational documentation, runbooks, and support procedures.

Partner with infrastructure, security, and network teams to ensure platform reliability, compliance, and availability.

Support incident management, root-cause analysis, and continuous service improvement initiatives.

Assist in capacity planning, forecasting, and optimization of contact center operations.

Required Skills & Experience

6+ years of experience in Amazon Connect Administration and Support.

Strong hands-on experience with

Amazon Connect

AWS Lambda

Amazon Lex

Amazon CloudWatch

AWS IAM

Amazon S3

Experience configuring

Contact Flows

Routing Profiles

Queues

User Management

Security Roles

Contact Lens

Knowledge of contact center operations, customer service processes, and call center best practices.

Experience troubleshooting telephony, IVR, call routing, and connectivity issues.

Strong understanding of AWS security, monitoring, and operational excellence practices.

Experience supporting production environments and handling critical incidents.

Excellent communication and stakeholder-management skills.

Ability to work effectively with geographically distributed teams.

Nice-to-Have Skills

Experience with Genesys, Five9, NICE CXone, Cisco Contact Center, or other CCaaS platforms.

Knowledge of CRM platforms such as Salesforce, ServiceNow, Zendesk, or Dynamics 365.

Experience with Contact Lens analytics and conversational AI solutions.

Familiarity with Workforce Management (WFM) tools.

Experience with Python, PowerShell, or automation scripting.

AWS certifications such as

AWS Certified Cloud Practitioner

AWS Certified Solutions Architect Associate

AWS Certified SysOps Administrator

Experience supporting modernization or cloud transformation initiatives.

Impact & Value

Ensure stable, secure, and highly available operation of the AWS Connect platform.

Enhance customer and agent experiences through effective administration and proactive support.

Reduce service disruptions through timely incident resolution and operational excellence.

Drive adoption of cloud-based customer engagement capabilities and automation.

Improve contact center efficiency, visibility, and business outcomes through continuous optimization.

Act as a trusted partner to business stakeholders by delivering responsive Concierge-level support and ensuring seamless customer interactions.

Contribute to customer satisfaction, operational productivity, and overall business value by maintaining a reliable and scalable contact center ecosystem.

Pay: ₹1,500,000.00 - ₹1,600,000.00 per year
Work Location: Hybrid remote in Hyderabad, Telangana 500099

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