Salary: £60,000 - 65,000 per year Requirements: Bachelors 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 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, Step Functions Experience with State & Federal Government clients (desirable) Knowledge of additional CCaaS and telephony platforms (Genesys, Cisco, etc.) (desirable) Understanding of WebRTC (desirable) Familiarity with industry best practices, development lifecycles, and structured implementation approaches (desirable) Ability to adjust communication style depending on audience (desirable) Strong consulting and implementation experience in customer-facing environments (desirable) AWS certifications (Associate or Professional level advantageous) (preferred) Certifications with Genesys, Avaya, Cisco, Five9, NICE, or similar platforms (preferred) Responsibilities: 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 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 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 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 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 Technologies: AWS Lambda Cloud Cisco Flow Genesys HTTP Support JSON REST Visual Studio Web DevOps More: We are a leading global operator of government health and human services programs across the United States, United Kingdom, Canada, Australia, and Saudi Arabia. Our mission is to enhance cost-effectiveness, efficiency, and quality across government-sponsored programs. This role is a hybrid position based in London, allowing one day of remote work per week. We offer a competitive salary of £60-65k per annum, along with a supportive team environment committed to innovation and excellence. last updated 5 week of 2026