Job Specification: Amazon Connect Engineer/Architect (Glasgow)

Job Title: Amazon Connect Engineer/Architect
Location: Glasgow, Scotland
Employment Type: Full-Time/Contract/Permanent
Department: IT/Cloud Solutions
Reports to: Head of Cloud Infrastructure or CTO
Salary: Competitive, based on experience
Industry: Telecommunications, Cloud Solutions, Contact Centre Technologies

Role Overview:

The Amazon Connect Engineer/Architect will be responsible for the design, implementation, and management of Amazon Connect infrastructure to enhance customer service delivery. As a specialist in Amazon Connect, you will lead the development and integration of cloud-based contact centre solutions, ensuring scalable, efficient, and robust systems are deployed. This role requires an in-depth understanding of Amazon Web Services (AWS) technologies, VoIP systems, and customer experience optimization.

Key Responsibilities:

• Solution Design & Architecture:

  • Design scalable, reliable, and cost-effective Amazon Connect solutions.
  • Develop architectural blueprints for contact centre solutions, leveraging Amazon Connect and associated AWS services (Lambda, Lex, Polly, etc.).
  • Design IVR flows, call routing, and contact centre infrastructure for enterprise clients.
  • Integrate third-party systems (CRMs, ERPs, etc.) with Amazon Connect.

• Implementation & Configuration:

  • Implement and configure Amazon Connect services, including telephony and omnichannel features (voice, chat, email, etc.).
  • Set up and configure AWS Lambda, DynamoDB, S3, CloudWatch, and other necessary AWS services to support Amazon Connect environments.
  • Design, configure, and deploy IVR (Interactive Voice Response) systems, skill-based routing, and agent performance monitoring systems.

• Maintenance & Optimization:

  • Continuously monitor and optimize the performance of Amazon Connect environments.
  • Provide ongoing support and troubleshooting for cloud contact centre solutions, including handling integration issues and telephony failures.
  • Maintain high availability, data integrity, and security compliance.

• Automation & Development:

  • Develop scripts and automation tools to streamline and enhance the efficiency of the Amazon Connect setup (eg, automated call routing, self-service options).
  • Utilize AWS Lambda and other serverless architectures to automate workflows and event-driven processes.
  • Build and implement AI-driven functionalities using AWS Lex and Polly for chatbot and voice bot solutions.

• Collaboration & Support:

  • Work closely with software engineers, IT teams, and client stakeholders to deliver customized solutions.
  • Provide technical leadership and guidance to junior engineers and support staff.
  • Interface with clients to gather requirements and provide regular updates on project progress.

Skills and Experience:

• Essential:

  • Proven experience (3-5+ years) as an engineer or architect specializing in Amazon Connect and AWS Cloud Technologies.
  • Hands-on experience in configuring and deploying Amazon Connect instances, including IVR flows, call routing, and telephony systems.
  • Proficiency with AWS services: Lambda, S3, DynamoDB, CloudFormation, IAM, API Gateway, SNS/SQS.
  • Strong experience with VoIP technologies and telephony protocols (SIP, RTP, etc.).
  • Knowledge of AWS Contact Center Intelligence services like Lex, Polly, and Kinesis.
  • Familiarity with serverless computing and automation tools for building CI/CD pipelines in AWS.
  • Experience with REST APIs and integrations with CRMs (eg, Salesforce, HubSpot).
  • Strong understanding of data security, compliance (eg, GDPR), and high-availability architectures.

• Desirable:

  • AWS Certified Solutions Architect or AWS Certified Developer - Associate or Professional level.
  • Experience with AWS Connect integrations with third-party platforms like Twilio, Zendesk, or ServiceNow.
  • Experience in using reporting and analytics tools (eg, Amazon QuickSight or AWS CloudWatch for insights on call metrics).
  • Familiarity with DevOps practices, including CI/CD, infrastructure as code (IaC), and containerization (eg, Docker, Kubernetes).