Senior Contact Centre Engineer - Amazon Connect
Location: Hybrid- London (1 day a week)
Salary: £60-65k per annum
Job Type: Permanentg
Sponsorship: Not Available
Company Overview:
Our client is a leading global operator of government health and human services programs across the United States, United Kingdom, Canada, Australia, and Saudi Arabia. They deliver business process services that enhance cost-effectiveness, efficiency, and quality across government-sponsored programs.
Job Summary:
As part of the Contact Centre CX team, the Senior Engineer will configure, support, and troubleshoot Contact Centre as a Service (CCaaS), Amazon Connect, TTY, and Fax solutions. This is a hands-on technical role requiring collaboration with internal IT teams, business stakeholders, external clients, and vendors. The engineer will play a key role in implementing scalable solutions, resolving issues, contributing to major Amazon Connect projects, and ensuring the reliability and performance of the Contact Centre environment.
Job Duties / Responsibilities:
Amazon Connect Engineering & Delivery
Implement complex Amazon Connect solutions aligned with business and technical requirements.
Contribute to large-scale Amazon Connect initiatives including upgrades, migrations, new features, and cross-team rollout activity.
Develop and modify contact flows, integrations, and supporting AWS components.
Technical Ownership & Problem Solving:
Troubleshoot, maintain, and proactively resolve issues across voice and data systems.
Analyze existing contact centre technologies and recommend enhancements.
Perform unscheduled or emergency work during outages when required.
Collaboration & Communication:
Work closely with Contact Centre leadership, IT groups, clients, and vendors.
Translate technical information into non-technical language for business audiences.
Maintain strong ownership of assigned tasks and ensure timely delivery.
Provide clear documentation and contribute to process improvements.
Change & Quality Management:
Follow established implementation standards and change control processes.
Create, update, and maintain artifacts and deliverables required for development and change management.
Develop unit and integration test scenarios aligned with system requirements.
Escalate risks and blockers proactively.
General Responsibilities:
Support the Supervisor with task planning, prioritisation, and delivery expectations.
Maintain a customer-centric approach in all decision-making.
Complete additional duties assigned by leadership as needed.
Requirements:
Education & Experience
Bachelor's degree in Telecommunications, Computer Engineering, Computer Science, Computer Technology, or equivalent experience.
5+ years' experience deploying, configuring, and managing cloud-based contact centre solutions, with a strong focus on Amazon Connect.
Proven experience delivering Amazon Connect solutions in production environments.
Experience working in fast-paced, deadline-driven, and cross-functional settings.
Technical Skills
Strong troubleshooting and problem-solving skills for complex technical issues.
Amazon Connect hands-on experience including contact flow design, telephony configuration, routing, and integrations.
Knowledge of HTTP methods, REST APIs, and JSON.
Experience with diagnostic and support tools including Wireshark, Visual Studio Code, and standard Microsoft Office applications.
Experience with Amazon Web Services (AWS), ideally including:
Amazon Connect
DynamoDB
Lambda
StepFunctions
Desirable Skills & Experience:
Experience with State & Federal Government clients.
Knowledge of additional CCaaS and telephony platforms (Genesys, Cisco, etc.).
Understanding of WebRTC.
Familiarity with industry best practices, development lifecycles, and structured implementation approaches.
Ability to adjust communication style depending on audience.
Strong consulting and implementation experience in customer-facing environments.
Preferred Certifications:
AWS certifications (Associate or Professional level advantageous).
Certifications with Genesys, Avaya, Cisco, Five9, NICE, or similar platforms