Senior Contact Centre Engineer

We're Hiring:Senior Contact Centre Engineer**
Location: Remote (UK Residents only)
Hours: Permanent Full Time Role 09:00-17:30
About Us
At Kensington Mortgages, we've been leading the way in providing specialist mortgage solutions for over 25 years.
We're dedicated to offering people a chance to secure a mortgage, especially when high street lenders say no. Our approach is all about understanding the unique circumstances of our customers - It is what we call the `Kensington Difference.
As a wholly owned subsidiary of Barclays Bank UK PLC we are proud to operate with the highest standards of service and integrity, fully authorised by the Financial Conduct Authority
Overall Purpose of The Job
Join us as a Senior Contact Centre Engineer and shape the future of our cloud-based communication systems.
We are looking for an experienced hands-on engineer to support the development, deployment, and maintenance of our Amazon Connect-based contact centre environment.
This role plays a key part in delivering digital routing solutions, supporting internal users including training, and ensuring our systems run smoothly and securely.
Key Accountabilities

• Supporting the Telecoms Manager to provide technical direction of any contact centre or telecoms upgrade projects.
  
• Ensure compliance with corporate governance, security practices and financial industry regulations.
  
• Represent the telecoms team in CAB and TDA meetings.
  
• Ensuring technical documentation is created and updated.
  
• Liaise with project managers and internal departments.
  
• Software and Hardware Asset management.
  
• Directing and working with 3rd party service providers.
  Experience, Knowledge, Skills
  
• Strong experience designing, deploying and maintaining contact centre environments (Avaya, Genesys etc.) including SIP
  
• Solid hands on knowledge of Amazon Connect, AWS Lambda, Lex Bots and DynamoDB
  
• Strong background in designing and implementing call routing systems, including routing profiles, queues, callbacks, emergency messaging, hours of operation, and holiday routing with dynamic messaging.
  
• Ability to troubleshoot using AWS Services such as CloudWatch, CloudTrail etc
  
• Designing and implementing logging, monitoring and alerting solutions for AWS hosted solutions.
  
• Experience in developing custom logic using AWS Lambda to enhance contact centre functionality.
  
• Good knowledge of Agent Chat / Web Chat applications with implementation experience
  
• Comfortable working with JSON Files, C#, .Net and Python
  
• Familiarity with development and version control tools like GIT, GitHub, and Azure DevOps.
  
• Competence in CI/CD pipelines using Terraform or CloudFormation.
  
• Strong debugging, reporting, troubleshooting, and problem-solving abilities.
  
• Excellent communication and analytical skills, with the ability to coordinate effectively with sysadmins, developers and business stakeholders.
  Desirable Skills
  
• Experience with AWS services like Contact Lens, Transcribe, Comprehend, S3, Athena, Quick Sight, Lambda, Elastic Search, Kibana and Kinesis.
  
• AWS certification.
  
• Knowledge of AWS Workforce Management tools including Quality Monitoring scorin
  
• Experience with working in a regulated financial services environment including ISO27001, PCI-DSS and Sarbanes Oxley.
  
• Experience with Microsoft technologies including Microsoft Teams direct routing, Microsoft 365 and Azure Entra ID.
  
• Experience with Avaya Aura solutions / Verint WFM Applications
  Why Join Us
  At Kensington Mortgages, we believe our employees are the heart of our success. We are committed to creating a supportive and flexible work environment that values personal growth, professional development and a healthy work-life balance
  Our inclusive culture respects and celebrates diversity in all its forms, ensuring that everyone feels welcome, valued and understood. We recognise and appreciate differences in thinking, learning styles, gender, race, identity, ethnic origins and sexual expression.
  We are an inclusive, neurodiversity-friendly employer committed to creating a supportive environment where all employees can thrive
  Ready to make a difference?
  If you're passionate about providing an exceptional service and want to join a team that values your contributions we'd love to hear from you!
  Apply today and be part of the Kensington Mortgages family and help us to continue making a positive impact in the lives of our customers