Amazon Connect Platform Lead - Hybrid & AI-Driven Ops

Ocado; Hatfield; Hybride; GBP 70 000 - 100 000; Plein temps

Avantages offerts par ce poste

Hybrid working

Car Salary Sacrifice and Cycle to Work

Free Shares and Life Assurance

Discounts on leading brands via the Co

Shuttle bus to Hatfield Station

Enhanced pension scheme

Employee Assistance Programme

Résumé du poste

Ocado is seeking an experienced Amazon Customer Connect & Service Platform Specialist to own and transition the Amazon Customer Connect platform in-house. You will manage the agent/customer portals, API connections and data flows, ensuring security, reliability and scalable operations across AWS environments.

You will collaborate with Service Assurance, Engineering, Data and Product teams, and will leverage AI-assisted development tools to accelerate delivery and documentation.

Qualifications

• Experience configuring contact flows, queues, routing profiles, users, security profiles and permissions.
• Hands-on experience with AWS services supporting Amazon Connect (IAM, Lambda, Kinesis, EventBridge, S3, CloudWatch).
• Experience with APIs, webhooks and JSON payloads, including reading and debugging request/response data.
• Experience with identity and access management, such as SSO and RBAC.
• Experience maintaining/enhancing web applications and taking over unfamiliar codebases.
• Experience owning a platform/service from a third party, including knowledge transfer and handover.
• Familiarity with AI-assisted development tools (GitHub Copilot, Claude, Amazon Q Dev, Gemini, ChatGPT).
• Strong analytical and troubleshooting skills.
• Experience in structured service management environments and managing third-party suppliers.

Responsabilités

• Lead In-House Transition: take over Amazon Customer Connect from third party and ensure smooth in-house handover.
• Platform Ownership: administer Amazon Customer Connect, Agent Workspace and related portals.
• Core Configuration: manage contact flows, queues, routing profiles, users and permissions.
• Environment & Infrastructure Management: manage AWS environments, pipelines, IAM, monitoring and promotions.
• Application Maintenance & AI Integration: maintain portals and integration layer with AI-assisted tooling.
• Integrations & Schemas: design and support API, event and webhook connections.
• User Onboarding & Data Security: manage onboarding, SSO, and data separation.
• Data Flow & Analytics Support: support data flow to Google Cloud/BigQuery and SLA reporting.
• Incident & Support Governance: support incident communications and triage issues.
• Vendor & Stakeholder Collaboration: work with third-party partner during transition and provide technical input.
• Process Excellence & Roadmap: govern changes and shape AI/automation roadmap.

Connaissances

AWS services/IAM/Lambda/Kinesis

APIs & JSON payloads

SSO & Entra ID

Code understanding & dev basics

Stakeholder management

Outils

GitHub Copilot

CI/CD pipelines

API testing

Description du poste

Ocado is seeking an experienced Amazon Customer Connect & Service Platform Specialist to own and transition the Amazon Customer Connect platform in-house. You will manage the agent/customer portals, API connections and data flows, ensuring security, reliability and scalable operations across AWS environments.

You will collaborate with Service Assurance, Engineering, Data and Product teams, and will leverage AI-assisted development tools to accelerate delivery and documentation.