Job Description
Customer & Retailer Care Engineer/AWS Solution Architect (AWS Connect)
Join a business at the forefront of technology and transformation, where your work will help shape the future of customer and retailer experiences. This is a chance to be part of a large-scale journey that directly impacts millions while supporting good causes across the UK.
What You’ll Be Doing:
* Provide second-line technical support across customer and retailer care platforms, ensuring reliability and quick resolution of issues.
* Work with internal teams and external partners to enhance applications including AWS Connect, ServiceNow and OpenText.
* Contribute to the development and testing of new features, supporting smooth deployment into production.
* Monitor KPIs, analyse trends, and take proactive steps to improve system performance.
* Ensure compliance with data protection, privacy regulations, and security standards.
* Collaborate with product owners to influence roadmaps and future developments.
* Support service delivery by managing incidents and problems to minimise business impact.
Main Skills Needed:
1. Experience in AWS environments.
2. Strong knowledge of telephony and call centre technologies, ideally Amazon Connect.
3. Hands-on experience with ServiceNow CSM and OpenText.