Introduction
We are looking for a hands-on AWS Amazon Connect Engineer with strong contact-centre architecture and CCaaS knowledge.
You will design, build, integrate and support production Amazon Connect solutions, including contact flows, routing, agent experience, reporting and integrations with enterprise systems.
This position requires genuine Amazon Connect delivery experience. General AWS experience without meaningful Amazon Connect implementation or production support experience will not be sufficient.
Key responsibilities
· Design, configure and support production Amazon Connect environments.
· Build and maintain contact flows, IVRs, queues, routing profiles and skills-based routing.
· Configure users, security profiles, permissions, hours of operation and prompts.
· Design voice and digital routing, callbacks, transfers, conferencing and escalation paths.
· Configure Customer Profiles, contact attributes and Agent Workspace.
· Integrate Amazon Connect with CRM, customer-service and other enterprise applications.
· Develop serverless integrations using AWS Lambda, APIs, events and middleware.
· Configure Contact Trace Records, Contact Lens, analytics and reporting.
· Monitor platform performance and troubleshooting production contact-centre issues.
· Support secure and controlled deployments across development, testing and production environments.
· Produce and maintain technical and operational documentation.
· Work with technical, operational and business stakeholders to deliver effective contact-centre solutions.
Required experience
· Amazon Connect
o You must have completed at least one to two meaningful Amazon Connect implementations or have substantial experience supporting a production Amazon Connect environment.
· Contact Centre and CCaaS engineering
o You must understand the operational and technical requirements of a modern contact centre, including IVR design, queue configuration and management, routing and authentication.
· AWS and serverless services
o You should have experience integrating Amazon Connect or another CCaaS solution across the AWS ecosystem including Lambda, API Gateway, Lex, DyanmoDB, S3, etc.
· API and enterprise systems integration
o You must have practical experience integrating Amazon Connect or similar solutions with enterprise applications using APIs, events or middleware.
o This may include integrations with Salesforce, Microsoft Dynamics 365, HubSpot or other CRM, customer-service and enterprise platforms.
Qualifications
A bachelor’s or master’s degree in one of the following areas is preferred:
· Related engineering, computing or IT discipline
One or more of the following AWS certifications would be advantageous:
· AWS Certified Solutions Architect – Associate (SAA-C03)
· AWS Certified CloudOps Engineer – Associate
· AWS Certified Developer – Associate
Pay: £400.00-£700.00 per day
Ability to commute/relocate:
- London EC2M 4NR: reliably commute or plan to relocate before starting work (preferred)
Application question(s):
- To be considered please state your daily rate
Experience:
- CCASS: 2 years (required)
Work Location: Hybrid remote in London EC2M 4NR
