Contact Centre Engineer

83zero Limited; Greater London; On-site; GBP 45,000 - 65,000; Full time

Job summary

A technology services company in Greater London is seeking a Mid-Level AWS Contact Centre Engineer to support and optimise cloud-based contact centre solutions. You will work with Amazon Connect and AWS services to enhance customer experience. Candidates should have hands-on experience with AWS and Amazon Connect, along with skills in Lambda functions and integrating systems. Aiming for continuous improvement, this role provides an opportunity for impactful work in an innovative environment.

Qualifications

• Experience working with Amazon Connect in an engineering or configuration capacity.
• Hands-on experience with various AWS services.
• Ability to build and troubleshoot contact flows and telephony features.

Responsibilities

• Configure and maintain Amazon Connect contact centre environments.
• Work with AWS services to extend contact centre functionality.
• Provide mid-level support for incidents and system performance monitoring.

Skills

Amazon Connect

AWS Lambda

DynamoDB

S3

CloudWatch

IAM

API Gateway

Python

Node.js

Terraform

CloudFormation

Tools

AWS

IaC tools

Job description

Contact Centre Engineer (AWS)

We are seeking a skilled Mid-Level AWS Contact Centre Engineer to support, develop, and optimise our cloud-based contact centre solutions. You will work hands‑on with Amazon Connect and the wider AWS ecosystem to ensure a high‑performing, reliable, and scalable customer experience platform.

Amazon Connect & Contact Centre Delivery

• Configure, maintain, and enhance Amazon Connect contact centre environments.
• Build and update call flows, routing profiles, queues, contact flows, and prompts.
• Implement features such as chat, voice, tasks, and workforce management integrations.

AWS Engineering & Automation

• Work across core AWS services (e.g., Lambda, DynamoDB, S3, CloudWatch, IAM, API Gateway) to support and extend contact centre functionality.
• Write, update, and maintain Lambda functions (ideally Python/Node.js) to support automation and integrations.
• Use IaC tools (CloudFormation/Terraform) to deploy and version infrastructure.

Integration & Collaboration

• Integrate Amazon Connect with CRM, ticketing, analytics, and LOB applications.
• Partner with operations, product, and customer service teams to gather requirements and translate them into technical solutions.

Support & Continuous Improvement

• Provide mid‑level support for incidents, escalations, and centre issues.
• MonitorIs and system performance to proactively recommend improvements.

Required Skills & Experience

• Proven experience working with Amazon Connect in an engineering or configuration capacity.
• Hands‑on experience with AWS services such as Lambda, S3, IAM, CloudWatch, DynamoDB, API Gateway.
• Ability to build and troubleshoot contact flows, queues, routing, and telephony features.
• Competence writing Lambda functions (Python or Node.js preferred).
• Experience integrating AWS with external systems (REST APIs, webhooks, CRMs, etc.).
• Familiarity with IaC tools (CloudFormation, CDK or Terraform).
• Excellent communication and stakeholder management abilities.

Nice‑to‑Have Skills

• AWS certification (e.g., AWS Certified Developer, Solutions Architect Associate, or Amazon Connect Specialty if applicable).