Amazon Connect Administrator (IT Analyst Technical Infrastructure) at Caterpillar Inc.

Bengaluru, Karnataka, India

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Not SpecifiedCompensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, ManufacturingIndustries

Requirements

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
Ability to provide occasional On-Call support and work flexible hours
Willingness to travel up to 10%
Ability to work a 5-day-a-week office schedule (Shift: 01:00PM - 10:00PM IST)
Preference to be based out of Bangalore – Caterpillar PSN
Technical Excellence: Knowledge of AWS services (implied from job description)

Responsibilities

Design and optimize Amazon Connect environments to improve customer engagement and operational efficiency
Develop intelligent contact flows and integrate systems to drive first-call resolution and increase customer satisfaction
Monitor and enhance Amazon Connect system performance to ensure high reliability and minimal downtime
Manage enterprise voice infrastructure, including VoIP, SIP, and telephony systems, for seamless communication
Integrate voice platforms with business systems to enable automation and generate actionable insights
Maintain high availability and security of voice services to support business continuity and global communication
Lead cross-functional technology projects from initiation through delivery, aligning with business objectives
Develop and manage comprehensive project plans, budgets, and timelines to deliver on time and within scope
Engage stakeholders, manage risks, and maintain project momentum and accountability
Accelerate technology initiatives and improve ROI, particularly in voice and contact center investments
Support enterprise voice services and provide project management expertise

Skills

Amazon Connect

Contact Flows

AWS

System Integration

Project Management

Enterprise Voice Services

Customer Engagement

Caterpillar Inc.

Manufactures heavy machinery for various industries

About Caterpillar Inc.

Caterpillar Inc. designs and manufactures heavy machinery and equipment for industries such as construction, mining, energy, and rail. Their products include a wide range of machinery and engines that help clients complete large-scale projects. Caterpillar's equipment works by providing powerful tools that can perform tasks like digging, lifting, and transporting materials. What sets Caterpillar apart from its competitors is its strong aftermarket support, which includes maintenance and repair services, ensuring that their machinery remains efficient and reliable over time. The company's goal is to deliver high-quality products while also focusing on sustainability and community development through initiatives that improve education and reduce poverty.

Irving, TexasHeadquarters

1925Year Founded

$143.5KTotal Funding

IPOCompany Stage

Industrial & Manufacturing, Social Impact, AI & Machine LearningIndustries

10,001+Employees

Benefits

Annual incentive bonus plan

Medical, dental, and vision coverage

Paid time off plan (Vacation, Holiday, Volunteer, Etc.)

401k savings plan

Health savings account (HSA)

Flexible spending accounts (FSAs)

Disability benefits

Life Insurance

Parental leave

Healthy Lifestyle Programs

Employee Assistance Programs

Voluntary Benefits and Employee Discounts

Tuition Reimbursement

Career Development

Risks

Closure of Aurora office may impact regional economy and Caterpillar's reputation.

Partnership with Anti Social Social Club could dilute Caterpillar's industrial brand focus.

Advanced technology in Cat D8 dozer may face resistance from traditional customers.

Differentiation

Caterpillar's century-long history underscores its reliability and industry leadership.

The company integrates AI and IoT to enhance machinery performance and customer satisfaction.

Caterpillar's strong aftermarket services ensure product longevity and operational efficiency.

Upsides

Growing demand for autonomous equipment boosts Caterpillar's innovation in heavy machinery.

Expansion of 5G networks enhances Caterpillar's remote operation capabilities, improving safety.

Caterpillar's commitment to sustainability aligns with the global shift towards eco-friendly practices.

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