Cloud Connect Platform Lead (Hybrid)

Ocado Group; Hatfield; Hybrid; GBP 70,000 - 95,000; Full time

Benefits offered by this job

Hybrid working

Private healthcare

Free Shares

15% Ocado discount

Cycle to Work

Pension scheme

Job summary

Ocado Group is looking for an experienced Amazon Customer Connect & Service Platform Specialist to own and transition the platform in‑house. You will manage environments, code, pipelines and documentation, ensuring a smooth knowledge transfer and operational handover to our internal teams.

You will work with Service Assurance, Engineering, Data and Product teams to keep the platform secure, reliable and scalable, aligning with governance and roadmaps. Hybrid working is available.

Qualifications

• Experience configuring contact flows, queues, routing profiles, users, security profiles and permissions.
• Hands-on experience with AWS services that support Amazon Connect, such as IAM, Lambda, Kinesis, EventBridge, S3 and CloudWatch.
• Experience working with APIs, webhooks and JSON payloads, including reading and debugging request and response data.
• Experience with identity and access management, such as single sign‑on (SSO) and role‑based access.
• Experience maintaining and enhancing web applications, including taking over and learning an unfamiliar codebase.
• Experience taking ownership of a platform or service from a third party, including knowledge transfer, documentation and handover.
• Experience using modern AI‑assisted software development tools to support development, code analysis, testing and documentation.
• Strong analytical and troubleshooting skills.
• Experience working within structured service management environments, and managing third‑party suppliers against support agreements.
• Excellent communication and stakeholder management skills, and a proactive, ownership‑minded approach to continual improvement and operational excellence.

Responsibilities

• Lead in-house transition: carry out the technical handover of Amazon Customer Connect from the third party partner and ensure components are understood and documented before in‑house move.
• Platform ownership: manage day‑to‑day administration, configuration and support of Amazon Customer Connect and related portals.
• Core configuration: own contact flows, queues, routing profiles, case templates and fields, users, security profiles and workflows.
• Environment & infrastructure management: take over AWS environments, deployments, IAM, monitoring, and change promotion.
• Application maintenance & AI integration: build capability to maintain portals and integration layers with AI‑assisted tooling.
• Integrations & schemas: design and support API, event and webhook integrations, ownership of payloads and mappings.
• User onboarding & data security: manage onboarding, SSO, and data separation between partner organisations.
• Data flow & analytics support: support data flow to analytics tools like Kinesis and BigQuery.
• Incident & support governance: assist incident communications and triage defects/requests.
• Vendor & stakeholder collaboration: work with third‑party partner during transition and guide handover of support.
• Process excellence & roadmap: govern platform changes and shape the roadmap using AI, automation and new AWS features.

Skills

AWS IAM

Amazon Connect

Kinesis

EventBridge

APIs & JSON

SSO

AI tools

Analytics

Vendor mgmt

Stakeholder mgmt

Tools

GitHub Copilot

Claude

Amazon Q Developer

Looker

BigQuery

Job description

Ocado Group is looking for an experienced Amazon Customer Connect & Service Platform Specialist to own and transition the platform in‑house. You will manage environments, code, pipelines and documentation, ensuring a smooth knowledge transfer and operational handover to our internal teams.

You will work with Service Assurance, Engineering, Data and Product teams to keep the platform secure, reliable and scalable, aligning with governance and roadmaps. Hybrid working is available.