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)