Job Description

We're supporting a major programme seeking an experienced AWS Contact Centre Engineer to take ownership of an existing Amazon Connect environment while supporting a transition to a new contact centre platform.

This is a hands-on contract role where you will play a critical part in stabilising live services, capturing technical knowledge, and ensuring a smooth platform transition.- Outside IR35

- Hybrid working 1-2 days per month on site

- 3 - 6 Month contract

The Role (Outside IR35)

You will be responsible for maintaining and supporting a live Amazon Connect estate while leading a structured handover. Alongside BAU responsibilities, you will contribute to the transition into a new contact centre platform (CXone), ensuring continuity and a well-documented, supportable environment.

Key Responsibilities

Provide day-to-day support across Amazon Connect voice, email and chat channels

Manage BAU activity, including incidents, defects, backlog and incomplete deliverables

Take ownership of the platform through a structured handover and knowledge capture

Produce and enhance technical documentation, including:

Contact flows / IVR logic

Routing and queue configuration

Integration architecture

Carry out hands-on engineering tasks including:

Configuration changes

Debugging and issue resolution

System optimisation

Support transition activity, including:

Understanding current AWS configurations

Mapping functionality to the target platform

Supporting dual-running / coexistence where requiredEssential Skills & Experience

Strong hands-on experience with AWS solution development

Proven expertise in Amazon Connect, including:

Contact flow and IVR development

Queue and routing logic

Multi-channel configuration (voice, email, chat)

Solid experience in system design and architecture

Strong troubleshooting and optimisation capability within live environments

Experience working with APIs and integration patterns, including troubleshooting orchestration issues

Familiarity with Terraform and working with Infrastructure as Code

Exposure to LLM / conversational AI / chatbot configurationTechnology EnvironmentAWS Services

Amazon Connect

AWS Lambda

EC2, S3, RDS, DynamoDB

CloudWatch

API GatewayIntegration & Architecture

REST APIs

Event-driven architectures

Service integration / orchestrationContact Centre

IVR / contact flows

Routing & queue management

Agent configurationAutomation

Terraform (Infrastructure as Code)What We're Looking For

A hands-on engineer, not just advisory

Comfortable taking over partially documented or consultant-built solutions

Strong experience balancing:

Live service support

Defect/backlog resolution

Transition delivery

Demonstrable expertise in:

Technical documentation

Knowledge transfer

Handover execution

Confident communicator across both technical and operational stakeholders

What you need to do now

If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.

If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.

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