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 contract
The 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:
Contact flows / IVR logic
Routing and queue configuration
Integration architecture
Carry out hands-on engineering tasks including:
Configuration changes
Debugging and issue resolution
System optimisation
Support transition activity, including:
Understanding current AWS configurations
Mapping functionality to the target platform
Supporting dual-running / coexistence where requiredEssential Skills & Experience
Strong hands-on experience with AWS solution development
Proven expertise in Amazon Connect, including:
Contact flow and IVR development
Queue and routing logic
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 configurationTechnology EnvironmentAWS Services
Amazon Connect
AWS Lambda
EC2, S3, RDS, DynamoDB
CloudWatch
API GatewayIntegration & Architecture
REST APIs
Event-driven architectures
Service integration / orchestrationContact Centre
IVR / contact flows
Routing & queue management
Agent configurationAutomation
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:
Live service support
Defect/backlog resolution
Transition delivery
Demonstrable expertise in:
Technical documentation
Knowledge transfer
Handover execution
Confident communicator across both technical and operational stakeholders
What you need to do now
If 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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