Amazon Connect Administrator

Insight Global is seeking an AWS Connect Administrator for one of our clients in the Education Management space. They are a growing leader in education, operating schools and educational programs around the world that span the life cycle of a student from early learning to higher education. This role will be onsite in Parma, OH at least 4 days a week, with a potential to work remote 1 day.
We are looking for an experienced AWS System Administrator with specialized skills in AWS Connect, AWS virtual desktops, AWS call center solutions, and AI tools integration. The ideal candidate will be responsible for managing, deploying, and maintaining cloud-based infrastructure and services that support customer engagement platforms and virtual desktop environments. This role requires a deep understanding of AWS services, networking, security, and automation to ensure high availability and performance of cloud resources. In this role you will collaborate with cross-functional teams to design scalable solutions that leverage AWS Connect for contact center operations, virtual desktops for remote workforce enablement, and AI tools to enhance customer interactions and operational efficiency.
Responsibilities include:
• Monitoring system health, troubleshooting issues, implementing security best practices, and optimizing cloud resource usage.
• Deploy and manage AWS Connect contact center solutions.
• Configure and maintain AWS virtual desktop infrastructure and integrate AI tools with AWS services to enhance call center operations.
• Monitor system performance and troubleshoot issues promptly.
• Implement security protocols and compliance standards.
• Automate routine tasks using AWS automation tools.
• Manage user access and permissions across AWS environments.
• Document system configurations and procedures.
• Continuous learning to keep up with evolving AWS technologies and industry trends.
• Strong communication skills are essential to work effectively with stakeholders and provide technical guidance.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.

Required Skills & Experience
• 2+ years of experience supporting Amazon Connect
• Experience providing administrative support for virtual desktops and call center solutions
• Extensive knowledge of AWS products and services
• Great communication skills, verbal and written

Nice to Have Skills & Experience
• Zendesk for ticketing

Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.