Senior Contact Center 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 Center CX team, the Senior Engineer will configure, support, and troubleshoot Contact Center 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 Center 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 center technologies and recommend enhancements.
• Perform unscheduled or emergency work during outages when required.

Collaboration & Communication:

• Work closely with Contact Center 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 center 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.