Senior Contact Centre Engineer - Maidenhead, SL63qq ** We\\\'re Hiring:Senior Contact Centre Engineer**
Location: Remote (UK Residents only)
Permanent Full Time Role 09:00-17:30
At Kensington Mortgages, we\\\'ve been leading the way in providing specialist mortgage solutions for over 25 years.
We\\\'re dedicated to offering people a chance to secure a mortgage, especially when high street lenders say no. As a wholly owned subsidiary of Barclays Bank UK PLC we are proud to operate with the highest standards of service and integrity, fully authorised by the Financial Conduct Authority
Join us as a Senior Contact Centre Engineer and shape the future of our cloud-based communication systems.
We are looking for an experienced hands-on engineer to support the development, deployment, and maintenance of our Amazon Connect-based contact centre environment.
This role plays a key part in delivering digital routing solutions, supporting internal users including training, and ensuring our systems run smoothly and securely.
Supporting the Telecoms Manager to provide technical direction of any contact centre or telecoms upgrade projects.
Ensure compliance with corporate governance, security practices and financial industry regulations.
Represent the telecoms team in CAB and TDA meetings.
Liaise with project managers and internal departments.
Software and Hardware Asset management.
Solid hands on knowledge of Amazon Connect, AWS Lambda, Lex Bots and DynamoDB
Strong background in designing and implementing call routing systems, including routing profiles, queues, callbacks, emergency messaging, hours of operation, and holiday routing with dynamic messaging.
Ability to troubleshoot using AWS Services such as CloudWatch, CloudTrail etc
Designing and implementing logging, monitoring and alerting solutions for AWS hosted solutions.
Experience in developing custom logic using AWS Lambda to enhance contact centre functionality.
Good knowledge of Agent Chat / Web Chat applications with implementation experience
Comfortable working with JSON Files, C#, .Net and Python
Familiarity with development and version control tools like GIT, GitHub, and Azure DevOps.
Experience with AWS services like Contact Lens, Transcribe, Comprehend, S3, Athena, Quick Sight, Lambda, Elastic Search, Kibana and Kinesis.
AWS certification.
Knowledge of AWS Workforce Management tools including Quality Monitoring scorin
Experience with working in a regulated financial services environment including ISO27001, PCI-DSS and Sarbanes Oxley.
Experience with Microsoft technologies including Microsoft Teams direct routing, Microsoft 365 and Azure Entra ID.
At Kensington Mortgages, we believe our employees are the heart of our success. We are committed to creating a supportive and flexible work environment that values personal growth, professional development and a healthy work-life balance
Our inclusive culture respects and celebrates diversity in all its forms, ensuring that everyone feels welcome, valued and understood. Apply today and be part of the Kensington Mortgages family and help us to continue making a positive impact in the lives of our customers.