Job Description

Location: Remote, UK

Day Rate: Up to £400 per day (Inside IR35)

Duration: 6 months

About the Client

This is confidential at this stage due to the client's request. This will be disclosed during a call with our recruiters.

How you’ll spend your day

* Design, implement and maintain enterprise-scale contact centre solutions using Amazon Connect and the wider AWS ecosystem.

* Build scalable voice, chat and task-based customer engagement solutions using Infrastructure as Code principles.

* Configure and optimise contact flows, IVRs, routing profiles, agent hierarchies and custom Contact Control Panels (CCP).

* Develop automation scripts and custom integrations to enhance customer and agent experiences.

* Lead platform migrations and transformation projects, including migrations from legacy contact centre platforms.

* Integrate Amazon Connect with third-party systems including CRM, ticketing and workforce management platforms.

* Utilise AWS services such as Lambda, DynamoDB, API Gateway, EventBridge, CloudWatch and S3 to create robust cloud-native solutions.

* Implement reporting and analytics solutions to provide real-time and historical contact centre insights.

* Leverage AI and machine learning technologies including Amazon Lex and Amazon Polly to improve customer interactions and self-service capabilities.

* Monitor, troubleshoot and optimise contact centre performance, ensuring high availability, security and compliance.

* Collaborate with stakeholders across the UK and US, including business analysts, developers and operational teams, to deliver business-critical solutions.

* Provide technical leadership, documentation, training and escalation support across the wider organisation.

What you’ll bring to this role

* Proven commercial experience designing, implementing and supporting Amazon Connect solutions in enterprise environments.

* Strong knowledge of AWS infrastructure and cloud-native architecture, with a focus on scalability, resilience and security.

* Hands-on experience with Infrastructure as Code, including CloudFormation, Terraform or similar technologies.

* Deep understanding of AWS IAM, security best practices and governance within cloud environments.

* Experience integrating contact centre platforms with external business systems via APIs and SDKs.

* Strong scripting or development skills using technologies such as Python or JavaScript.

* Experience with DevOps tools and practices, including CI/CD pipelines and automated deployments.

* Familiarity with key AWS services including Amazon Connect, Lambda, DynamoDB, API Gateway, EventBridge, Step Functions, CloudWatch, CloudTrail, S3, CloudFront and Kinesis.

* Experience working with Genesys and delivering migrations from platforms such as Five9 or Liberty Netcall would be highly advantageous.

* Excellent troubleshooting and problem-solving skills, with the ability to diagnose and resolve complex technical issues.

* Strong communication skills, capable of engaging both technical and non-technical stakeholders.

* Comfortable managing multiple priorities and working independently in a fast-paced, customer-focused environment.

* Degree qualified in Computer Science, Software Engineering, Telecommunications or a related discipline, or possess equivalent commercial experience.

What happens next?

One of our Recruitment Consultants will be in touch and inform you if you’ve been successful to the next stage of the process or not, which is a qualification call where we will tell you more about the role and the client, and understand more about you, your experience and career aspirations.

Should we both wish to proceed, we will submit your details to the client and be in touch regarding the outcome and any further steps.

Equal Opportunities

We are committed to providing equal opportunities for all candidates and welcome applications from individuals regardless of age, disability, gender identity, marital status, race, religion or belief, sexual orientation, or any other characteristic protected by law. As an employment agency for permanent and contract hires, we are dedicated to promoting a diverse and inclusive workforce, and we encourage applications from underrepresented groups to drive innovation and equality within the workplace.

Should you require any reasonable adjustments please let us know so we can accommodate for any interactions with us at Biometric Talent, but also inform the client to ensure reasonable adjustments are made to allow for a fair and equitable process