IT & Software Developer jobs in the UK
Contact Centre Engineer
£70,000 - 70,000
83zero Limited
Charing Cross, South East London
£70,000 - 70,000
Requirements
Must:
- Proven experience working with Amazon Connect in an engineering or configuration capacity.
- Hands-on experience with AWS services such as Lambda, S3, IAM, CloudWatch, DynamoDB, and API Gateway.
- Ability to build and troubleshoot contact flows, queues, routing, and telephony features.
- Competence writing Lambda functions (Python or Node.js preferred).
- Experience integrating AWS with external systems (REST APIs, webhooks, CRMs, etc.).
- Familiarity with IaC tools (CloudFormation, CDK, or Terraform).
- Excellent communication and stakeholder management abilities.
- AWS certification (e.g., AWS Certified Developer, Solutions Architect Associate, or Amazon Connect Specialty if applicable) is preferred.
Responsibilities
- Configure, maintain, and enhance Amazon Connect contact centre environments.
- Build and update call flows, routing profiles, queues, contact flows, and prompts.
- Implement features such as chat, voice, tasks, and workforce management integrations.
- Work across core AWS services (e.g., Lambda, DynamoDB, S3, CloudWatch, IAM, API Gateway) to support and extend contact centre functionality.
- Write, update, and maintain Lambda functions to support automation and integrations.
- Use IaC tools (CloudFormation/Terraform) to deploy and version infrastructure.
- Integrate Amazon Connect with CRM, ticketing, analytics, and LOB applications.
- Partner with operations, product, and customer service teams to gather requirements and translate them into technical solutions.
- Provide mid-level support for incidents, escalations, and contact centre issues.
- Monitor KPIs and system performance to proactively recommend improvements.
Description
We are seeking a skilled Mid-Level AWS Contact Centre Engineer to support, develop, and optimise our cloud-based contact centre solutions. You will work hands-on with Amazon Connect and the wider AWS ecosystem to ensure a high-performing, reliable, and scalable customer experience platform. We value collaboration, strong communication, and continuous improvement in our team. This is an exciting opportunity to contribute to innovative solutions and enhance our contact centre capabilities.
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