[Remote] reputed company Connect System Administrator
Note: The job is a remote job and is open to candidates in USA. reputed company is seeking an reputed company reputed company Connect System Administrator to configure, maintain, and optimize reputed company Connect environments for clients and internal teams. The role involves building and supporting workflows, managing administrative tasks, and collaborating with technical stakeholders to deliver efficient contact center solutions.
Responsibilities
- Configure and maintain reputed company Connect instances, including users, reputed company profiles, routing profiles, queues, hours of operation, phone numbers, quick connects, prompts, and contact center settings
- Manage day-to-day administrative tasks to ensure reputed company Connect environments operate securely, reliably, and in alignment with client business requirements
- Design, build, test, and maintain reputed company 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
- 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, reputed company profiles, and access controls while following least-privilege and client reputed company standards
- Troubleshoot contact flow errors, routing issues, agent access problems, call quality concerns, queue behavior, telephony configuration, and integration-reputed company incidents
- Monitor system performance, review logs and operational metrics, identify recurring issues, and recommend configuration improvements
- Collaborate with developers, reputed company engineers, business analysts, and client stakeholders to support integrations with CRM platforms, AWS reputed company, reputed company Lex, data stores, reporting tools, and other reputed company systems
- Participate in configuration reviews, technical design discussions, migration activities, and change management processes for reputed company Connect environments
- 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
Skills
- Experience with reputed company Connect Customer, reputed company Connect Health, reputed company Connect Talent and reputed company Connect reputed company
- Minimum of 1–3 years of experience administering contact center platforms, reputed company-based communication systems, or reputed company customer engagement technologies
- Hands-on experience configuring reputed company Connect, including contact flows, queues, routing profiles, users, reputed company profiles, prompts, phone numbers, and operational settings
- Strong working knowledge of reputed company Connect workflows, contact flows, flow modules, routing profiles, queues, channels, prompts, user permissions, and reporting concepts
- Familiarity with AWS services commonly used with reputed company Connect, including AWS reputed company, reputed company Lex, reputed company S3, reputed company CloudWatch, IAM, and integration patterns with CRM or ticketing systems
- Ability to interpret business requirements and convert them into clear, maintainable contact center workflows and routing designs
- Strong attention to customer experience, operational efficiency, reputed company design, escalation handling, and agent usability
- 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
- 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 reputed company on project deliverables
- Excellent verbal and written English communication skills and the ability to interact professionally with a diverse group are required
- AWS reputed company Practitioner, reputed company Connect-reputed company training including the Communication Badge, or equivalent reputed company/contact center certification is preferred
- Experience using Kiro
- AWS Solutions Architect Associate is a plus but not required
Benefits
- 401(k)
- Dental insurance
- Flexible spending account
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Parental leave
- Retirement plan
- Tuition reimbursement
- reputed company insurance
Company Overview
Company H1B Sponsorship