Contact Centre Engineer (AWS)
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.
Amazon Connect & Contact Centre Delivery
- 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.
AWS Engineering & Automation
- 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 (ideally Python/Node.js) to support automation and integrations.
- Use IaC tools (CloudFormation/Terraform) to deploy and version infrastructure.
Integration & Collaboration
- 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.
Support & Continuous Improvement
- Provide mid-level support for incidents, escalations, and contact centre issues.
- Monitor KPIs and system performance to proactively recommend improvements.
Required Skills & Experience
- 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, 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.
Nice-to-Have Skills
- AWS certification (e.g., AWS Certified Developer, Solutions Architect Associate, or Amazon Connect Specialty if applicable).