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Contact Centre Engineer

83zero Ltd
Posted 2 days ago, valid for 3 days
Location

London, Greater London SW1A2DX, England

Salary

£60,000 - £70,000 per year

Contract type

Full Time

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Sonic Summary

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  • We are looking for a Mid-Level AWS Contact Centre Engineer with proven experience in Amazon Connect and AWS services.
  • The role involves configuring and enhancing Amazon Connect environments, building call flows, and implementing various features for contact centres.
  • Candidates should have hands-on experience with AWS services like Lambda, S3, and DynamoDB, as well as the ability to write Lambda functions in Python or Node.js.
  • The position requires excellent communication skills and experience integrating AWS with external systems, with familiarity in IaC tools being a plus.
  • The salary for this role is competitive, and candidates should have at least 3 years of relevant experience.

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).

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SonicJobs' Terms & Conditions and Privacy Policy also apply.

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