CTG
IT services integration and digital branding
Amazon Connect System Administrator
About the job
- A minimum of 1–3 years of experience administering contact center platforms, cloud-based communication systems, or related customer engagement technologies.
- Hands-on experience configuring Amazon Connect, including contact flows, queues, routing profiles, users, security profiles, prompts, phone numbers, and operational settings.
- Experience using Kiro.
- Strong working knowledge of Amazon Connect workflows, contact flows, flow modules, routing profiles, queues, channels, prompts, user permissions, and reporting concepts.
- Familiarity with AWS services commonly used with Amazon Connect, including AWS Lambda, Amazon Lex, Amazon S3, Amazon CloudWatch, IAM, and integration patterns with CRM or ticketing systems.
- Ability to interpret business requirements and convert them into clear, maintainable contact center workflows and routing designs.
- Strong attention to customer experience, operational efficiency, prompt design, escalation handling, and agent usability.
- Strong analytical and troubleshooting skills to diagnose workflow, routing, queue, access, and integration issues in a fast-paced support environment.
- Ability to evaluate logs, test results, user feedback, and operational metrics to identify root causes and recommend corrective actions.
- Ability to manage configuration changes, documentation, testing, and support requests across multiple priorities.
- Ability to work effectively with clients, business users, technical teams, and operational stakeholders.
- Ability to work in an Agile environment using ADO to track progress on project deliverables.
- Excellent verbal and written English communication skills and the ability to interact professionally with a diverse group.
- Configure and maintain Amazon Connect instances, including users, security profiles, routing profiles, queues, hours of operation, phone numbers, quick connects, prompts, and contact center settings.
- Manage day-to-day administrative tasks to ensure Amazon Connect environments operate securely, reliably, and in alignment with client business requirements.
- Design, build, test, and maintain Amazon Connect workflows and contact flows supporting inbound, outbound, transfer, callback, IVR, queue, and after-hours contact center scenarios.
- Translate business requirements into call routing logic, menu structures, prompts, queue handling, escalation paths, and customer experience workflows.
- Configure and support routing profiles, queues, agent assignments, channel availability, cross-channel concurrency, queue priorities, and operational routing rules.
- Create and maintain user accounts, permissions, security profiles, and access controls while following least-privilege and client security standards.
- Troubleshoot contact flow errors, routing issues, agent access problems, call quality concerns, queue behavior, telephony configuration, and integration-related incidents.
- Monitor system performance, review logs and operational metrics, identify recurring issues, and recommend configuration improvements.
- Collaborate with developers, cloud engineers, business analysts, and client stakeholders to support integrations with CRM platforms, AWS Lambda, Amazon Lex, data stores, reporting tools, and other enterprise systems.
- Participate in configuration reviews, technical design discussions, migration activities, and change management processes for Amazon Connect environments.
- Create and execute test scenarios for workflows, routing paths, queue behavior, prompts, transfers, callbacks, and agent experience validation.
- Maintain documentation for configuration changes, workflow designs, runbooks, troubleshooting procedures, and operational handoffs.
- AWS Cloud Practitioner, Amazon Connect-related training including the Communication Badge, or equivalent cloud/contact center certification.
- AWS Solutions Architect Associate certification.
- Experience with Amazon Connect Customer, Amazon Connect Health, Amazon Connect Talent, and Amazon Connect Decisions.
About the company
CTG Belgium is integrating with the Cegeka family to combine IT services and digital branding. The teams collaborate closely to align capabilities and deliver more value to clients, especially in digital channels and branding. They are phasing out the CTG Belgium channel and directing followers to Cegeka’s channels, signaling a unified brand presence. Their work centers on blending Cegeka’s and CTG’s expertise to provide coordinated IT services and digital solutions for customers. The main goal is a smooth brand transition and a stronger, shared offering powered by Cegeka and CTG together.
Company Size
201-500
Company Stage
IPO
Headquarters
Buffalo, New York
Founded
1966
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Simplify's Take
What believers are saying
- Tom Niehaus became CEO on January 22, 2026, sharpening U.S. growth execution.
- CTG named Alan Gabriola healthcare VP in 2026, targeting Epic, cloud, and AI work.
- CTG and Hippocratic AI expanded on November 10, 2025, adding patient-facing agentic AI services.
What critics are saying
- CTG’s Hippocratic AI bet ties growth to one healthcare vendor’s adoption trajectory.
- Client concentration in healthcare exposes CTG to provider budget freezes by 2027.
- Cegeka can redirect capital away from CTG, squeezing hiring and platform investment.
What makes CTG unique
- Cegeka-owned CTG combines U.S. delivery with 10,000-person global reach.
- CTG specializes in healthcare IT workflows, AI governance, and implementation, not software resale.
- Its Cyber Resilience Scoring Dashboard quantifies security maturity across NIST, ISO 27001, and CIS.
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Benefits
Remote Work Options
Company News
CTG, a Cegeka company delivering IT and business solutions across the US, has appointed Karen Kalisz as managing director of human resources. In this role, Kalisz will oversee employee relations, governance and compliance, talent acquisition, workforce planning, and organisational development. Kalisz brings more than 15 years of HR leadership experience. She most recently served as senior HR business partner and associate manager of HR at Henry Schein. She also has experience from Life Storage, Personal Touch Food Service, Immco Diagnostics, and Catholic Health. Kalisz is a SHRM-SCP-certified HR leader and holds a professional certification in change management. CTG is headquartered in Buffalo, New York.
CTG names Karen Kalisz Managing Director of Human Resources. 9 Luglio 2026 Experienced HR Leader to Advance People Strategy, Organizational Effectiveness, and Employee Experience Across CTG BUFFALO, N.Y.-(BUSINESS WIRE)-#DigitalTransformation-CTG, a Cegeka company delivering IT and business solutions to organizations across the U.S., announced today that Karen Kalisz has been appointed Managing Director of Human Resources (HR). In this role, Kalisz will lead CTG's HR organization, overseeing employee relations, governance and compliance, talent acquisition, workforce planning, and organizational development to support operational effectiveness and long-term business objectives. Kalisz has more than 15 years of HR leadership experience partnering with executive, operational, and functional leaders to advance people-centered strategies across complex organizations. Her expertise spans organizational design, talent strategy, employee experience, change management, workforce planning, and executive advisory work. Kalisz is recognized for her ability to balance strategic planning with practical execution, guiding organizations through workforce changes, strengthening employee engagement, and fostering cultures built on accountability, collaboration, and thoughtful decision making. She is a SHRM-SCP-certified HR leader and holds a professional certification in change management. "Our people are one of CTG's greatest strengths, and Karen's leadership will play an important role in helping us continue to build a high-performing, agile, and engaging workplace," said Tom Niehaus, CEO of CTG. "She brings a strong combination of strategic insight, operational excellence, and genuine commitment to employees. Karen has a proven ability to help organizations navigate change, develop talent, and strengthen culture, and I am confident she will help position CTG and our team members for continued success." Most recently, Kalisz served as Senior HR Business Partner and Associate Manager of HR at Henry Schein. She brings additional HR leadership experience from her time with Life Storage, Personal Touch Food Service, Immco Diagnostics, and Catholic Health. During her career, she has supported business growth, employee relations, workforce effectiveness, and change initiatives across diverse business environments. "CTG has a strong reputation for delivering innovative solutions to its clients while creating meaningful opportunities for its employees," said Kalisz. "I'm excited to join the team and help enhance the employee experience, support leaders across the business, and advance HR strategies that contribute to long-term organizational success." CTG, a Cegeka company, delivers IT and business solutions that enhance our clients' digital agility, empowering them to seize new opportunities and overcome any challenge in our ever-evolving world. Over more than 60 years, we have earned a reputation as a faster and more reliable, results-driven partner, working with our clients to shape digital together. Our expertise drives data-driven decision making, boosts business performance, enhances customer experience, fosters continuous innovation, and elevates cyber resilience. CTG leverages the strength of our local team's market and business knowledge - combined with the global expertise of more than 9,000 team members in over 15 countries - to provide innovative solutions designed to address each client's unique needs. Together, we work with over 3,000 clients in many of today's highest-growth industries, including healthcare, finance and insurance, manufacturing, education, energy, and government. Learn more at www.ctg.com. About Cegeka Cegeka is a provider of IT solutions and services, supporting organizations with technology expertise across infrastructure, applications, and cybersecurity. The company helps customers design, secure, and operate digital environments to support business continuity and long-term growth. Learn more at www.cegeka.com. Media Contacts Emilie Harrington Manager, Digital Engagement and Brand, Marketing, CTG [email protected]
CTG, a Cegeka Group company delivering IT and business solutions across the US, has appointed Stefanie DeSantis as chief marketing officer. DeSantis will lead the company's marketing organisation, overseeing brand strategy, demand generation, client engagement, and go-to-market initiatives. DeSantis brings more than 15 years of marketing leadership experience across healthcare, life sciences, and technology markets. Prior to joining CTG, she served as senior vice president of marketing at Precision AQ and held marketing leadership roles at DeepIntent, Aledade, and Florida Blue. CTG has been operating for over 60 years and works with more than 3,000 clients across healthcare, finance, manufacturing, education, energy, and government sectors.
CTG, a Cegeka Group company and leader in IT and business solutions, has appointed Alan Gabriola as Vice President of Healthcare. Gabriola will lead the company's healthcare growth strategy, strengthen client relationships and expand market offerings. Gabriola brings over 20 years of senior healthcare technology and consulting experience, having held VP and CIO-level roles at Hartford HealthCare, Northwestern Medicine, Deloitte, Accenture and AHEAD. His expertise spans Epic EHR optimisation, cloud modernisation, revenue cycle improvement, AI automation and M&A integration. CTG, with over 60 years of experience, provides IT and business solutions across multiple sectors. The company employs more than 9,000 team members in over 15 countries, serving 3,000 clients in healthcare, finance, manufacturing and other industries.
CTG, a Cegeka Group company, is launching a cyber resilience scoring dashboard at the RSA Conference 2026 in San Francisco from 23–26 March. The tool helps organisations quantify risk, prioritise remediation and track security improvements over time. The dashboard consolidates results from multiple security assessments into a single view, including an overall cyber resilience score and domain-level maturity indicators. Results are mapped to frameworks including NIST, ISO 27001 and CIS, enabling objective benchmarking. Part of Cegeka's Security Advisory Framework, the dashboard aims to provide executives with measurable metrics for cyber risk management and investment decisions. The tool enables security professionals to demonstrate programme effectiveness through time-based scoring and trend visibility rather than relying on abstract assessments.