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 required

Essential 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 configuration

Technology EnvironmentAWS Services

• Amazon Connect
• AWS Lambda
• EC2, S3, RDS, DynamoDB
• CloudWatch
• API Gateway

Integration & Architecture

• REST APIs
• Event-driven architectures
• Service integration / orchestration

Contact Centre

• IVR / contact flows
• Routing & queue management
• Agent configuration

Automation

• 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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