Job Description
We're supporting a major programme seeking an experienced AWS Contact Centre Engineer to take ownership of an existing Amazon Connect environment while supporting a transition to a new contact centre platform.This is a hands-on contract role where you will play a critical part in stabilising live services, capturing technical knowledge, and ensuring a smooth platform transition.- Outside IR35- Hybrid working 1-2 days per month on site - 3 - 6 Month contractThe Role (Outside IR35)You will be responsible for maintaining and supporting a live Amazon Connect estate while leading a structured handover. Alongside BAU responsibilities, you will contribute to the transition into a new contact centre platform (CXone), ensuring continuity and a well-documented, supportable environment.Key Responsibilities
* Provide day-to-day support across Amazon Connect voice, email and chat channels
* Manage BAU activity, including incidents, defects, backlog and incomplete deliverables
* Take ownership of the platform through a structured handover and knowledge capture
* Produce and enhance technical documentation, including:
o Contact flows / IVR logic
o Routing and queue configuration
o Integration architecture
* Carry out hands-on engineering tasks including:
o Configuration changes
o Debugging and issue resolution
o System optimisation
* Support transition activity, including:
o Understanding current AWS configurations
o Mapping functionality to the target platform
o Supporting dual-running / coexistence where required
Essential Skills & Experience
* Strong hands-on experience with AWS solution development
* Proven expertise in Amazon Connect, including:
o Contact flow and IVR development
o Queue and routing logic
o Multi-channel configuration (voice, email, chat)
* Solid experience in system design and architecture
* Strong troubleshooting and optimisation capability within live environments
* Experience working with APIs and integration patterns, including troubleshooting orchestration issues
* Familiarity with Terraform and working with Infrastructure as Code
* Exposure to LLM / conversational AI / chatbot configuration
Technology EnvironmentAWS Services
* Amazon Connect
* AWS Lambda
* EC2, S3, RDS, DynamoDB
* CloudWatch
* API Gateway
Integration & Architecture
* REST APIs
* Event-driven architectures
* Service integration / orchestration
Contact Centre
* IVR / contact flows
* Routing & queue management
* Agent configuration
Automation
* Terraform (Infrastructure as Code)
What We're Looking For
* A hands-on engineer, not just advisory
* Comfortable taking over partially documented or consultant-built solutions
* Strong experience balancing:
o Live service support
o Defect/backlog resolution
o Transition delivery
* Demonstrable expertise in:
o Technical documentation
o Knowledge transfer
o Handover execution
* Confident communicator across both technical and operational stakeholders
What you need to do nowIf you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.
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