Contact Centre Engineer

Contact Centre Engineer (AWS)

We are seeking a skilled Mid-Level AWS Contact Centre Engineer to support, develop, and optimise our cloud-based contact centre solutions. You will work hands-on with Amazon Connect and the wider AWS ecosystem to ensure a high-performing, reliable, and scalable customer experience platform.

Amazon Connect & Contact Centre Delivery

• Configure, maintain, and enhance Amazon Connect contact centre environments.
• Build and update call flows, routing profiles, queues, contact flows, and prompts.
• Implement features such as chat, voice, tasks, and workforce management integrations.

AWS Engineering & Automation

• Work across core AWS services (e.g., Lambda, DynamoDB, S3, CloudWatch, IAM, API Gateway) to support and extend contact centre functionality.
• Write, update, and maintain Lambda functions (ideally Python/Node.js) to support automation and integrations.
• Use IaC tools (CloudFormation/Terraform) to deploy and version infrastructure.

Integration & Collaboration

• Integrate Amazon Connect with CRM, ticketing, analytics, and LOB applications.
• Partner with operations, product, and customer service teams to gather requirements and translate them into technical solutions.

Support & Continuous Improvement

• Provide mid-level support for incidents, escalations, and contact centre issues.
• Monitor KPIs and system performance to proactively recommend improvements.

Required Skills & Experience

• Proven experience working with Amazon Connect in an engineering or configuration capacity.
• Hands-on experience with AWS services such as Lambda, S3, IAM, CloudWatch, DynamoDB, API Gateway.
• Ability to build and troubleshoot contact flows, queues, routing, and telephony features.
• Competence writing Lambda functions (Python or Node.js preferred).
• Experience integrating AWS with external systems (REST APIs, webhooks, CRMs, etc.).
• Familiarity with IaC tools (CloudFormation, CDK or Terraform).
• Excellent communication and stakeholder management abilities.

Nice-to-Have Skills

• AWS certification (e.g., AWS Certified Developer, Solutions Architect Associate, or Amazon Connect Specialty if applicable).