Location: Edinburgh (Preferred) — Hybrid (2 to 3 days)
Duration: 6-12 months
The Role
- Translate business requirements into technical AWS Connect contact centre solutions
- Design complex IVR workflows, dynamic routing, skill-based queues, and agent hierarchies
- Configure routing profiles, hours of operation, fallback & failover strategies
- Develop and configure contact flows, routing logic, and agent experiences
- Build backend integrations using AWS Lambda, API Gateway, S3
- Integrate Amazon Connect with CRM systems (Salesforce/ServiceNow), external APIs, and enterprise platforms
- Lead migration from legacy platforms (e.g., Avaya) to Amazon Connect
- Optimize call routing performance, system resilience, and availability
- Support production releases, testing, and stabilization phases
Your Profile
Essential skills/knowledge/experience: (Up to 10, Avoid repetition)
- Strong expertise in Amazon Connect (IVR, call flows, routing profiles)
- Strong expertise in AWS services like Lambda, API Gateway, DynamoDB, S3, IAM, CloudWatch
- Ability to design and implement end-to-end integration between Amazon Connect and Salesforce Service Cloud Voice, including CTI enablement
- Strong expertise in Lambda development (Python)
- Strong experience in Amazon connect components (Agent, Queue, reports configurations)
- Strong understanding of Contact center operations (ACD, IVR, CTI, routing)
- Strong understanding of CCaaS platforms and customer experience solutions
- Strong Experience with Telephony and customer journey design
