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Caterpillar Inc
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Amazon Connect Administrator (IT Analyst Technical Infrastructure)

Amazon Connect Administrator (IT Analyst Technical Infrastructure)

Caterpillar Inc

3 - 8 years

13 - 17 Lacs

bengaluru

Posted:-1 days ago| Platform:

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Skills Required

telecom pmp ivr technical writing project management consulting customer retention troubleshooting risk management monitoring

Work Mode

Work from Office

Job Type

Full Time

Job Description

We are seeking a purposeful professional to support Amazon Connect, enterprise voice services and provide project management expertise. This role combines deep technical expertise with strategic project leadership to deliver measurable business outcomes, enhancing customer experience, reducing operational costs, and accelerating transformation.

What you will do

Amazon Connect

Designing and optimizing Amazon Connect environments to improve customer engagement and operational efficiency.
Skilled in developing intelligent contact flows and integrating systems to drive first-call resolution and increase customer satisfaction.
Proficient in monitoring and enhancing system performance to ensure high reliability and minimal downtime.
Experience with scalable, cloud-based contact center solutions that contribute to improved customer retention and reduced support costs is essential.

Voice Services

Strong expertise in managing enterprise voice infrastructure, including VoIP, SIP, and telephony systems, to ensure seamless communication across internal teams and customer-facing channels.
A proven ability to integrate voice platforms with business systems to enable automation and generate actionable insights is highly valued.
Demonstrate a commitment to maintaining high availability and security of voice services to support business continuity and global communication reliability.

Project Management

Excel in leading cross-functional technology projects from initiation through delivery, ensuring alignment between technical execution and business objectives.
Experience in developing and managing comprehensive project plans, budgets, and timelines to consistently deliver on time and within scope.
Skilled with stakeholder engagement, risk management, and maintaining project momentum and accountability.
Accelerating technology initiatives and improving ROI, particularly in voice and contact center investments, is highly desirable.

What you will have

Proven experience with Amazon Connect and AWS services.
Strong understanding of voice technologies (e.g., VoIP, SIP, IVR, CTI)
3+ years of project management experience in IT or telecom environments
Excellent communication, leadership, and critical thinking skills
AWS certifications (e.g., Cloud Practitioner, Solutions Architect) are a plus.
PMP or equivalent project management certification preferred.
This role may require occasional On-Call support and the ability to work flexible hours to address urgent issues.
Ten percent travel may be required

Skills desired:

Technical Excellence: Knowledge of a given technology and various application methods; ability to develop and provide solutions to significant technical challenges.
Level Working Knowledge: Provides effective technical solutions to routine functional challenges via sound technical competence, effectively examining implications of events and issues. Effectively performs the technical job aspects, continuously building knowledge and keeping up-to-date on technical and procedural job components. Applies technical operating and project standards based on achieving excellence in delivered products, technologies and services. Applies current procedures and technologies to help resolve technical issues in ones general area of technical competence. Helps others solve technical or procedural problems or issues.

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Caterpillar Inc

Heavy Equipment, Manufacturing

Peoria

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Amazon Connect Administrator (IT Analyst Technical Infrastructure)