Operations AWS Senior UX Specialist
Core
Design, configure, and optimise Amazon Connect contact flows, routing, and agent experiences to shape intuitive digital journeys for citizens and agents in public sector contact centres.
Role type
Senior IC Operations AWS UX Specialist
Builds
Scalable, compliant, and AI-assisted contact centre solutions (voice, chat, digital) for public sector clients.
Domain
Public sector / Contact Centre Operations / AWS Cloud
Deliverable
production ML models | product features
Required skills
Amazon Connect configuration, AWS services (Lambda, CloudWatch, S3, API Gateway, Kinesis, DynamoDB, IAM), UX and service design, JSON, API integration, automation scripting, omnichannel journey design
Preferred skills
Amazon Q, Contact Lens, GenAI agent assist tools, workflow automation, process mining, large-scale transformation experience, AWS certifications
Technologies
Amazon Connect, AWS Lambda, CloudWatch, S3, API Gateway, Kinesis, DynamoDB, IAM, Amazon Q, Contact Lens, Lex, JSON
Responsibilities
Design and configure Amazon Connect contact flows, routing, queues, and agent experiences; Shape customer and agent journeys across voice, chat, and digital channels; Use real-time analytics and Contact Lens insights to identify improvement opportunities; Partner with Operations, TechOps, and Product teams to translate requirements into effective journeys; Ensure customisations align to security standards and compliance frameworks
Seniority
Senior, hands-on IC
