Job Description
We are looking for a hands-on AWS DevOps Engineer to support a critical client-facing platform within the contact centre domain.
Location: On-site – London (non-negotiable with at least 40% of the time)
Security Clearance: SC Cleared or SC Eligible (minimum good years continuous UK residency required)
About The Role
We are looking for a hands-on AWS DevOps Engineer to support a critical client-facing platform within the contact centre domain. This role is central to maintaining and evolving the infrastructure, tooling, and automation that underpin the platform’s development and operations.
Key Responsibilities
* Lead the deployment of Amazon Connect changes on AWS infrastructure in line with DevSecOps principles.
* Implement automated deployment tooling for Amazon Connect changes into production.
* Collaborate with infrastructure teams to automate provisioning and management of resources using Terraform and other approved tools.
Infrastructure Automation & Deployment
* Lead the deployment of Amazon Connect changes on AWS infrastructure in line with DevSecOps principles.
* Implement automated deployment tooling for Amazon Connect changes into production.
* Collaborate with infrastructure teams to automate provisioning and management of resources using Terraform and other approved tools.
Tooling & Process Improvement
* Maintain and enhance existing CI/CD tools (e.g. Jenkins, GitLab CI, Copado, GitHub).
* Research and implement new tools to improve build, test, and deployment efficiency.
Monitoring & Performance Optimisation
* Set up and maintain monitoring using DataDog for all platform services.
* Configure automated alerts and ServiceNow ticketing for service failures.
* Track and analyse performance metrics, recommending code or infrastructure improvements.
* Review AWS cloud resources for cost-efficiency, scalability, and security.
Incident Management
* Act as the escalation point for production incidents related to Amazon Connect and Service Cloud Voice.
* Collaborate with Salesforce, AWS, and service managers to resolve issues promptly.
Security & Consistency
* Implement automated security testing, vulnerability scanning, and RBAC.
* Maintain consistency across AI models used in Amazon Connect as transcription capabilities evolve.
Collaboration & Leadership
* Coordinate version updates for Amazon Connect and ensure alignment with Salesforce environments.
* Work with product owners and operations leads to plan and release new features.
* Share best practices and lead initiatives to strengthen DevSecOps culture within the team.
Must-Have Qualifications
* Proven experience in AWS DevOps roles, including infrastructure automation and CI/CD.
* Hands-on experience with Terraform.
* Familiarity with Amazon Connect and willingness to work on its integration with Salesforce.
* Strong understanding of DevSecOps principles and production support.
* SC Clearance or eligibility (5 years continuous UK residency).
* Willingness and ability to work on-site in London.
Should-Have Skills
* Experience with CI/CD tools such as Jenkins, GitLab CI.
* Familiarity with Salesforce Service Cloud Voice or willingness to learn.
* Strong communication and documentation skills.
* Ability to work collaboratively with cross-functional teams.
What Success Looks Like
* A stable, secure, and scalable contact centre platform.
* Reduced manual effort through automation and streamlined processes.
* Improved incident response and platform reliability.
* Clear performance metrics and proactive monitoring.
* A collaborative, DevOps-driven culture across teams.
Cognizant is an equal opportunities employer and welcomes applications from all sections of the community.
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