Amazon Connect Platform Architect | AI-Driven Service Ops (Hybrid)

Ocado; Welwyn Hatfield; Hybrid; GBP 60,000 - 90,000; Full time

Benefits offered by this job

Hybrid working

Private healthcare

Share options

Pension scheme

Discounts and perks

Free shuttle to Hatfield

Job summary

Ocado is seeking an experienced Amazon Customer Connect & Service Platform Specialist to join the Service Assurance team. The role focuses on administration, configuration, support and continual improvement of our Amazon Connect and platform tooling to ensure secure, reliable operations.

You will collaborate with Engineering, Product, and third-party suppliers to deliver platform enhancements, drive AI-enabled improvements and optimize customer journeys across our global service platforms.

Qualifications

• Hands-on admin of Amazon Connect and related service portals.
• Experience configuring contact flows, queues, routing profiles and users.
• Experience with cloud-based customer contact or CCaaS platforms.
• Experience working with AWS services supporting Amazon Connect.
• Experience creating, testing and documenting web-based applications.

Responsibilities

• Administer, configure and support the Amazon Customer Connect platform and related service apps.
• Configure contact flows, queues, routing profiles, users and permissions.
• Support and enhance operational web portals used by Service Assurance teams and customers.
• Develop, test and implement platform enhancements, automation and workflow improvements.
• Work with Angular apps to deliver new features, fix defects and improve UX.
• Use AI-assisted tools to analyze code, accelerate development and generate docs.
• Integrate Amazon Connect with Jira Service Management and other enterprise tools via APIs.
• Monitor platform health and coordinate issue resolution with teams and suppliers.
• Govern changes with proper testing and change management.
• Produce technical documentation and configuration standards.

Skills

AWS cloud

AI tooling

Angular

TypeScript

GitHub Copilot

Troubleshooting

Stakeholder management

Tools

Jira Service Management

Confluence

REST APIs

CI/CD pipelines

JavaScript

Job description

Ocado is seeking an experienced Amazon Customer Connect & Service Platform Specialist to join the Service Assurance team. The role focuses on administration, configuration, support and continual improvement of our Amazon Connect and platform tooling to ensure secure, reliable operations.

You will collaborate with Engineering, Product, and third-party suppliers to deliver platform enhancements, drive AI-enabled improvements and optimize customer journeys across our global service platforms.