Amazon Connect Administrator (IT Analyst Technical Infrastructure)

Career Area:

Technology, Digital and Data

Job Description:

Your Work Shapes the World at Caterpillar Inc.

When you join Caterpillar, you're joining a global team who cares not just about the work we do – but also about each other.  We are the makers, problem solvers, and future world builders who are creating stronger, more sustainable communities. We don't just talk about progress and innovation here – we make it happen, with our customers, where we work and live. Together, we are building a better world, so we can all enjoy living in it.

Your Impact Shapes the World at Caterpillar Inc

When you join Caterpillar, you're joining a global team who cares not just about the work we do – but also about each other. We are the makers, problem solvers and future world builders who are creating stronger, more sustainable communities. We don't just talk about progress and innovation here – we make it happen, with our customers, where we work and live. Together, we are building a better world, so we can all enjoy living in it.

Job Summary

Caterpillar is seeking an Amazon Connect Administrator (IT Analyst Technical Infrastructure) join Applications Development & Intelligence Automation -CAT IT Division.

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.

The preference for this role is to be based out of Bangalore – Caterpillar PSN

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.
• This position requires candidate to work a 5-day -a -week schedule in the office
• Shift Timing: 01:00PM -10:00PM IST

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 one's general area of technical competence.
• Helps others solve technical or procedural problems or issues.

Technology Advising: Knowledge of effective advisory methods and ability to provide valued information and advice to clients regarding products, technologies, services and solutions for a specific technology domain.
Level Working Knowledge:
• Assesses the current technology environment, expressed needs and initiatives of client organizations.
• Uses an effective consulting method to present technology solutions that resolve stated client business issues.
• Advises clients regarding a family of specific products, technologies or services in a technology domain.
• Demonstrates basic competence and sound business knowledge regarding specific products, technologies or services within a domain of technology expertise.
• Achieves consulting relationship rating of 'professional' by delivering timely, meaningful advice meeting client needs in a narrow set of specific technologies.

Hardware Infrastructure: Knowledge of computer architecture and systems programming; ability to design, build and integrate IT hardware into multi-platforms for the organization.
Level Working Knowledge:
• Assists in integrating IT hardware with the organization's existing systems.
• Participates in the implementation of IT hardware within the organization.
• Tracks operational problems related to IT hardware and reports them directly to the supervisor.
• Assists in designing the main features of IT hardware according to business needs.
• Compares IT hardware across one's own organization and its competitors.

Requirements Analysis: Knowledge of tools, methods, and techniques of requirement analysis; ability to elicit, analyze and record required business functionality and non-functionality requirements to ensure the success of a system or software development project.
Level Working Knowledge:
• Follows policies, practices and standards for determining functional and informational requirements.
• Confirms deliverables associated with requirements analysis.
• Communicates with customers and users to elicit and gather client requirements.
• Participates in the preparation of detailed documentation and requirements.
• Utilizes specific organizational methods, tools and techniques for requirements analysis.

System Testing: Knowledge of system and software testing; ability to design, plan and execute system testing strategies and tactics to ensure the quality of software at all stages of the system life cycle.
Level Working Knowledge:
• Supports the project leader in developing and executing system test plans.
• Evaluates system documentation and user manuals for usability, accuracy and completeness.
• Executes test cases, analyzes test results and reports on findings regularly.
• Tests system components for compliance with functional requirements.
• Participates in the testing of a system's ability to recover from hardware or software failures.

Systems Software Infrastructure: Knowledge of computer architecture and system software interaction; ability to design and build a fundamental architecture of operating systems, database management systems, communications protocols, compilers and other development tools.
Level Working Knowledge:
• Reports software connectivity and integration issues.
• Demonstrates planned software changes on the local environment.
• Administers software migration and contingency plans related to own function.
• Analyzes the local software architecture components and products.
• Tests key features for the entire software infrastructure environment.

Technical Troubleshooting: Knowledge of technical troubleshooting approaches, tools and techniques; ability to anticipate, recognize, and resolve technical issues on hardware, software, application or operation.
Level Working Knowledge:
• Discovers, analyzes, and resolves hardware, software or application problems.
• Works with vendor-specific diagnostic guides, tools and utilities.
• Handles calls related to product features, applications, and compatibility standards.
• Analyzes code, logs, and current systems as part of advanced troubleshooting.
• Records and reports specific technical problems, solving processes and tools that have been used.

Technical Writing/Documentation: Knowledge of technical writing; ability to write technical documents such as manuals, reports, guidelines or documents on standards, processes and applications.
Level Working Knowledge:
• Implements technical documentation standards, guidelines and best practices.
• Prepares written text and layout of materials according to required outlines and specifications.
• Completes and maintains technical reference documents.
• Uses the major features, functions and facilities of an automated documentation tool.
• Coordinates and constantly updates system operations, installations, service manuals, and help documents.

What You Will Get:

• Work Life Harmony
• Earned and medical leave.
• Relocation assistance

Holistic Development

• Personal and professional development through Caterpillar ‘s employee resource groups across the globe
• Career developments opportunities with global prospects

Health And Wellness

• Medical coverage -Medical, life and personal accident coverage
• Employee mental wellness assistance program

Financial Wellness

• Employee investment plan
• Pay for performance -Annual incentive Bonus plan.

Additional Information:

Caterpillar is not currently hiring individuals for this position who now or in the future require sponsorship for employment visa status; however, as a global company, Caterpillar offers many job opportunities outside of the U.S. which can be found through our employment website at www.caterpillar.com/careers

Posting Dates:

October 21, 2025 - November 3, 2025

Caterpillar is an Equal Opportunity Employer.  Qualified applicants of any age are encouraged to apply

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