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Contact Center Associate Jobs in Waukee, IA (NOW HIRING)

MCI Careers

Early Morning Dispatch

Iowa, IA · On-site

$12.10 - $16.10/hr

MCI assists companies with business process outsourcing, staff augmentation, contact center ... The right candidate will have a professional disposition when communicating with associates ...

MCI Careers

Early Morning Dispatch

Iowa, IA · On-site

$16 - $20/hr

MCI assists companies with business process outsourcing, staff augmentation, contact center ... The right candidate will have a professional disposition when communicating with associates ...

Five Below

Sales Associate

West Des Moines, IA · On-site

$12.75 - $17.50/hr

... may contact you for future opportunities. If you want to be at the heart of Five Below's energy, our part-time Sales Associates are right in the center of the action. We're looking for candidates ...

Five Below

Sales Associate

West Des Moines, IA · On-site

$12.75 - $17.50/hr

... may contact you for future opportunities. If you want to be at the heart of Five Below's energy, our part-time Sales Associates are right in the center of the action. We're looking for candidates ...

Five Below

Sales Associate

Ames, IA · On-site

$13.75 - $18.50/hr

... may contact you for future opportunities. If you want to be at the heart of Five Below's energy, our part-time Sales Associates are right in the center of the action. We're looking for candidates ...

Five Below

Sales Associate

Altoona, IA · On-site

$13.50 - $18.25/hr

... may contact you for future opportunities. If you want to be at the heart of Five Below's energy, our part-time Sales Associates are right in the center of the action. We're looking for candidates ...

Five Below

sales associate

Ankeny, IA · On-site

$13.25 - $18/hr

... may contact you for future opportunities. If you want to be at the heart of Five Below's energy, our part-time Sales Associates are right in the center of the action. We're looking for candidates ...

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Contact Center Associate information

See Waukee, IA salary details

$14

$20

$23

How much do contact center associate jobs pay per hour?

As of Sep 6, 2026, the average hourly pay for contact center associate in Waukee, IA is $21.00, according to ZipRecruiter salary data. Most workers in this role earn between $18.46 and $23.08 per hour, depending on experience, location, and employer.

What is a contact center associate?

Contact Center Associates are professionals who handle inbound and outbound customer interactions on behalf of a company, typically via phone, email, chat, or social media. They assist customers with inquiries, resolve issues, process orders, and provide information about products or services. Strong communication, problem-solving skills, and the ability to manage multiple tasks are essential for this role. Contact Center Associates play a key part in ensuring customer satisfaction and maintaining a positive company image.

How does a contact center associate typically collaborate with other departments to resolve customer issues?

Contact Center Associates often work closely with teams such as technical support, billing, and product specialists to resolve complex customer inquiries. When an issue falls outside their direct expertise or authority, associates escalate cases or coordinate with the relevant department, ensuring accurate and timely solutions. Effective communication and documentation are essential, as associates need to relay customer details and follow up as needed to track progress. This collaborative environment helps associates learn about different business functions, potentially opening pathways for career advancement within the company.

What are the key skills and qualifications needed to thrive as a contact center associate, and why are they important?

To thrive as a Contact Center Associate, you need excellent communication skills, problem-solving abilities, and typically a high school diploma or equivalent. Familiarity with customer relationship management (CRM) software, call center telephony systems, and basic computer applications is often required. Strong interpersonal skills, patience, and the ability to remain calm under pressure help associates deliver outstanding customer experiences. These skills ensure efficient issue resolution, enhance customer satisfaction, and support team performance in a fast-paced, service-oriented environment.

What cities near Waukee, IA are hiring for Contact Center Associate jobs?

Cities near Waukee, IA with the most Contact Center Associate job openings:

Contact Center Associate jobs near you

AWS Connect Administrator

Cognizant Technology Solutions

Des Moines, IA • On-site

Full-time

Medical, Dental, Vision, Life, Retirement, PTO

Posted 14 days ago

Key responsibilities

  • Administer and support Amazon Connect environments, including configuration and maintenance of contact flows, queues, routing profiles, and user profiles.

  • Support contact center operations by troubleshooting issues, ensuring high availability, and participating in incident response activities.

  • Design, configure, and maintain IVR and call routing workflows, and support platform integrations and automation initiatives.

Cognizant rating

7.0

Company rating: 7.0 out of 10

Based on 87 frontline employees who took The Breakroom Quiz

59th of 72 rated business consultants

Job description

Job Description - AWS Connect Administrator
Position Title AWS Connect Administrator / Contact Center Platform Administrator
Location : Remote
*Please note, this role is not able to offer visa transfer or sponsorship now or in the future*
Key Responsibilities
Amazon Connect Administration
  • Administer and support Amazon Connect environments across production and non-production instances.
  • Configure and maintain:
    • Contact Flows
    • Queues
    • Routing Profiles
    • Agent Profiles
    • Security Profiles
    • Hours of Operation
    • Quick Connects
    • Call Recording Settings
  • Manage user onboarding, modifications, and deprovisioning.
  • Perform platform health monitoring and issue resolution.

Contact Center Operations Support
  • Ensure high availability and operational stability of the contact center environment.
  • Support Service Desk and Contact Center teams during operational incidents.
  • Troubleshoot call routing, telephony, IVR, agent connectivity, and voice quality issues.
  • Participate in major incident response and service restoration activities.
  • Support 24x7 operations when required.

Contact Flow & IVR Management
  • Design, configure, and maintain IVR and call routing workflows.
  • Implement self-service capabilities and automated call handling.
  • Optimize customer journeys and call containment strategies.
  • Support business requirements for queue management and customer experience improvements.

Platform Integration
  • Support integrations between Amazon Connect and:
    • ServiceDesk Plus
    • ServiceNow
    • CRM Platforms
    • Active Directory
    • Microsoft Teams
    • Lambda Functions
    • AWS Services
    • Reporting Platforms
  • Collaborate with development teams on API integrations and workflow automation.
  • Assist in deploying customer experience enhancement solutions.

Reporting & Analytics
  • Develop and maintain operational dashboards and reports.
  • Monitor:
    • Call Volumes
    • Abandonment Rates
    • Service Levels
    • Average Handle Time (AHT)
    • Agent Utilization
    • Customer Experience Metrics
  • Support executive and customer governance reporting.
  • Identify performance trends and service improvement opportunities.

Security & Compliance
  • Administer security profiles and access controls.
  • Ensure compliance with organizational security policies.
  • Support audit activities and reporting requirements.
  • Maintain platform configuration documentation and operational runbooks.
  • Implement and monitor platform governance controls.

Automation & Continuous Improvement
  • Drive automation opportunities using:
    • AWS Lambda
    • Amazon Connect Flows
    • Amazon Lex
    • Power Automate
    • APIs
  • Reduce manual operational activities through workflow optimization.
  • Support AI-enabled customer interaction initiatives.
  • Participate in platform modernization and transformation projects.

Required Technical Skills
Amazon Connect
  • Amazon Connect Administration
  • Contact Flow Design
  • Queue Management
  • Routing Profiles
  • Security Profiles
  • User Management
  • Real-Time Monitoring
  • Historical Reporting
  • Contact Center Operations

AWS Services
  • AWS IAM
  • AWS Lambda
  • Amazon S3
  • Amazon CloudWatch
  • Amazon Lex
  • AWS SNS
  • AWS API Gateway

Contact Center Technologies
  • IVR Design and Support
  • ACD Call Routing
  • Voice and Telephony Platforms
  • Omnichannel Contact Center Support
  • Workforce Optimization Concepts
  • Call Recording Solutions

ITSM & Service Operations
  • ServiceDesk Plus
  • ITIL Foundation Concepts
  • Incident Management
  • Problem Management
  • Change Management
  • Knowledge Management

Preferred Skills
  • Amazon Connect CCP
  • Salesforce Service Cloud Voice
  • Amazon Lex Chatbots
  • Genesys
  • Five9
  • NICE inContact
  • Power BI
  • Microsoft Teams Voice
  • ServiceNow Integration
  • Contact Center AI Solutions

Key Competencies
  • Customer Service Orientation
  • Contact Center Operations
  • Troubleshooting and Root Cause Analysis
  • Communication Skills
  • Stakeholder Management
  • Process Improvement
  • Documentation and Knowledge Management
  • Incident and Escalation Management

Preferred Certifications
  • AWS Certified Cloud Practitioner
  • AWS Certified SysOps Administrator
  • AWS Certified Solutions Architect Associate
  • Amazon Connect Certification (Preferred)
  • ITIL Foundation

Key Performance Indicators (KPIs)
Operational KPIs
  • Platform Availability (%)
  • Service Level Achievement (%)
  • Call Routing Accuracy
  • Contact Flow Success Rate
  • Incident Resolution SLA Compliance

Customer Experience KPIs
  • Average Speed to Answer (ASA)
  • Average Handle Time (AHT)
  • Abandonment Rate
  • Customer Satisfaction (CSAT)
  • First Contact Resolution (FCR)

Platform KPIs
  • Change Success Rate
  • Call Quality Metrics
  • Reporting Accuracy
  • Automation Adoption
  • Platform Security Compliance

The Salary for this position will be 110,000 and 130000 yearly depending on experience and other qualifications of the successful candidate.
This position is also eligible for Cognizant's discretionary annual incentive program, based on performance and subject to the terms of Cognizant's applicable plans.
Benefits: Cognizant offers the following benefits for this position, subject to applicable eligibility requirements:
Medical/Dental/Vision/Life Insurance
Paid holidays plus Paid Time Off
401(k) plan and contributions
Long-term/Short-term Disability
Paid Parental Leave
Employee Stock Purchase Plan
Disclaimer: The compensation, and benefits information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.
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About Cognizant:
Cognizant (Nasdaq: CTSH) is an AI Builder and technology services provider, bridging the gap between AI investment and enterprise value by building full-stack AI solutions for our clients. Our deep industry, process and engineering expertise enables us to build an organization's unique context into technology systems that amplify human potential, drive tangible outcomes and keep global enterprises ahead in a fast-changing world. See how at cognizant.ai or @cognizant.
Additional employment information
Compensation information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.
Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government issued ID during each interview.
Cognizant is an equal opportunity employer. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other characteristic protected by federal, state or local laws.
If you have a disability that requires reasonable accommodation to search for a job opening or submit an application, please email [email protected] for roles based in the Americas or [email protected] for roles based in India.

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