AWS Specialist /Engineer

AWS Connect Specialist/Engineer - Cognizant Bengaluru

Cognizant is seeking an experienced AWS Connect Specialist/Engineer with over 5 years of experience to join their team in Bengaluru, Karnataka. This full-time role focuses on leveraging AWS Connect for contact center solutions.

Key Responsibilities:

• Possess extensive experience in configuring the global AWS Connect telephony system to support advanced Contact Center Platform features, including intelligent voice response (IVR), workforce management, voicemail, smart routing, sentiment analytics, Amazon Q (Generative AI), forecasting, and planning.
• Configure the AWS Connect Telephony system and integrate it seamlessly with essential business systems such as ServiceNow, Medallia, and Nexthink.
• Collaborate effectively with stakeholders to translate complex business requirements into robust technical solutions.
• Manage and maintain the AWS Connect Telephony system, including telephony line configuration, system status monitoring, and collaboration with digital teams.
• Handle incident management, implement new features and functionalities, and provide comprehensive user support.
• Ensure system compliance with data security regulations and best practices.
• Serve as a primary technical resource for cross-functional teams, driving the implementation of new features and functionalities.
• Stay current with AWS Connect updates and advancements to continuously improve the platform.
• Train and support end-users to maximize their utilization of the AWS Connect system.
• Monitor system performance, troubleshoot and resolve issues promptly, and generate detailed system metrics reports.
• Facilitate agent and supervisor onboarding processes.

Required Skills:

• AWS Connect (5+ years experience)
• Python
• Java
• API Integrations