Head of Customer Experience Technology – AWS & Amazon Connect
UK – Hybrid, with travel to Manchester as required
12 months contract - Inside IR35
The Opportunity
We are partnering with a leading UK financial services organisation undertaking a major transformation of its customer experience technology landscape. This is a high impact leadership role responsible for designing, delivering and evolving an AWS native Customer Experience platform, with Amazon Connect at the heart of the CCaaS capability.
This is not a traditional CX leadership role. It is a cloud first, engineering led position focused on building a resilient, scalable and intelligent customer and agent experience platform in a regulated environment.
You will lead the end to end Amazon Connect ecosystem, shape the AWS architecture that underpins it, and drive the introduction of AI enabled capabilities, while ensuring platform stability, governance and operational excellence.
The Role
As Head of Customer Experience Technology, you will provide strategic and technical leadership across cloud foundation, CX architecture, DevOps and data platforms.
Key responsibilities include:
CX & CCaaS Platform Leadership
* Own the end to end Amazon Connect platform including voice, digital channels, routing, flows and integrations
* Lead the delivery of agent experience, customer journeys and omni channel interaction models
* Ensure seamless integration with CRM and case management platforms
* Drive improvements in agent productivity, customer satisfaction and operational efficiency
AWS Cloud & Architecture
* Provide architectural leadership across AWS cloud foundations and landing zones
* Design and govern event driven, serverless architectures using AWS native services including Lambda
* Ensure high availability, resilience and scalability across all CX services
AI Enabled Customer Experience
* Deliver AI driven capabilities using Amazon Lex and Amazon Bedrock
* Introduce intelligent routing, conversational interfaces and assisted service experiences
* Partner with data and business teams to evolve AI maturity in a safe and responsible way
Data & Insight
* Lead CX data architecture across streaming, ETL and analytics services including Kinesis, Glue, Athena and OpenSearch
* Enable real time insight and operational performance reporting to optimise customer journeys
DevOps & Engineering Excellence
* Champion CI/CD, automation and Infrastructure as Code using CloudFormation or Terraform
* Embed best practice across security, reliability, cost optimisation and observability
* Ensure compliance with internal governance and financial services regulatory standards
Delivery & Leadership
* Lead multi stream delivery in an agile environment
* Manage complex dependencies and risk across transformation programmes
* Provide technical direction and mentoring to senior engineers and delivery teams
* Influence senior stakeholders across Technology, Operations, Product and Data
What We Are Looking For
* Significant leadership experience delivering CCaaS platforms, with deep Amazon Connect expertise at enterprise scale
* Strong hands on AWS architectural knowledge including Lambda and event driven design
* Proven DevOps and Infrastructure as Code experience
* Experience delivering customer and agent facing CX platforms in regulated environments
* Strong understanding of contact centre operations, omni channel CX and customer journey orchestration
Desirable
* Financial services experience
* Large scale cloud contact centre transformation programmes
* Exposure to AI enabled CX solutions and LLM based agent experiences
* Experience with Python, JavaScript or TypeScript
Why This Role
This is an opportunity to lead a critical platform at the heart of a large scale transformation programme. You will balance innovation in AI enabled customer experience with the engineering discipline required to operate in a regulated, high availability environment.
If you are a senior AWS technologist with deep Amazon Connect expertise and a passion for building intelligent, scalable customer platforms, we would like to speak with you.