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:
o Design scalable, reliable, and cost-effective Amazon Connect solutions.
o Develop architectural blueprints for contact centre solutions, leveraging Amazon Connect and associated AWS services (Lambda, Lex, Polly, etc.).
o Design IVR flows, call routing, and contact centre infrastructure for enterprise clients.
o Integrate third-party systems (CRMs, ERPs, etc.) with Amazon Connect.
* Implementation & Configuration:
o Implement and configure Amazon Connect services, including telephony and omnichannel features (voice, chat, email, etc.).
o Set up and configure AWS Lambda, DynamoDB, S3, CloudWatch, and other necessary AWS services to support Amazon Connect environments.
o Design, configure, and deploy IVR (Interactive Voice Response) systems, skill-based routing, and agent performance monitoring systems.
* Maintenance & Optimization:
o Continuously monitor and optimize the performance of Amazon Connect environments.
o Provide ongoing support and troubleshooting for cloud contact centre solutions, including handling integration issues and telephony failures.
o Maintain high availability, data integrity, and security compliance.
* Automation & Development:
o Develop scripts and automation tools to streamline and enhance the efficiency of the Amazon Connect setup (eg, automated call routing, self-service options).
o Utilize AWS Lambda and other serverless architectures to automate workflows and event-driven processes.
o Build and implement AI-driven functionalities using AWS Lex and Polly for chatbot and voice bot solutions.
* Collaboration & Support:
o Work closely with software engineers, IT teams, and client stakeholders to deliver customized solutions.
o Provide technical leadership and guidance to junior engineers and support staff.
o Interface with clients to gather requirements and provide regular updates on project progress.
Skills and Experience:
* Essential:
o Proven experience (3-5+ years) as an engineer or architect specializing inAmazon ConnectandAWS Cloud Technologies.
o Hands-on experience in configuring and deploying Amazon Connect instances, includingIVR flows, call routing, andtelephony systems.
o Proficiency withAWS services: Lambda, S3, DynamoDB, CloudFormation, IAM, API Gateway, SNS/SQS.
o Strong experience withVoIP technologiesand telephony protocols (SIP, RTP, etc.).
o Knowledge ofAWS Contact Center Intelligenceservices likeLex,Polly, andKinesis.
o Familiarity withserverless computingand automation tools for building CI/CD pipelines in AWS.
o Experience withREST APIsand integrations with CRMs (eg, Salesforce, HubSpot).
o Strong understanding ofdata security,compliance (eg, GDPR), andhigh-availability architectures.
* Desirable:
o AWS Certified Solutions Architect or AWS Certified Developer - Associate or Professional level.
o Experience withAWS Connect integrationswith third-party platforms like Twilio, Zendesk, or ServiceNow.
o Experience in using reporting and analytics tools (eg,Amazon QuickSightorAWS CloudWatchfor insights on call metrics).
o Familiarity withDevOps practices, including CI/CD, infrastructure as code (IaC), and containerization (eg,Docker, Kubernetes).
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