AWS Engineer
Core
Maintaining and supporting a live Amazon Connect estate while leading a structured handover to a new contact centre platform (CXone).
Role type
Senior IC AWS Engineer (Contact Centre)
Builds
Contact centre platforms (Amazon Connect, CXone) for customer service operations
Domain
Cloud infrastructure + Contact Centre
Deliverable
production ML models | product features | infrastructure
Required skills
Amazon Connect (contact flows, IVR, routing, multi-channel), AWS services (Lambda, EC2, S3, RDS, DynamoDB, CloudWatch, API Gateway), Terraform, system design, API integration, troubleshooting, technical documentation
Preferred skills
LLM / conversational AI / chatbot configuration, event-driven architectures, service orchestration
Technologies
Amazon Connect, AWS Lambda, EC2, S3, RDS, DynamoDB, CloudWatch, API Gateway, Terraform, REST APIs
Responsibilities
Provide day-to-day support across voice, email, and chat channels; manage BAU activity including incidents and backlog; produce and enhance technical documentation; carry out hands-on engineering tasks like configuration changes and debugging; support transition activity including mapping functionality to the target platform
Seniority
Senior, hands-on IC
