CX Engineer: AWS Connect & AI-Driven Journeys

Gamma; Glasgow; On-site; GBP 55,000 - 75,000; Full time

Benefits offered by this job

25 days annual leave + birthday

Subsidised private medical insurance

5.1% matched pension contributions

Enhanced parental leave

Life assurance and Income protection

Share save and incentive plans

Electric Vehicle and Cycle scheme

Employee discounts

Volunteer day

Job summary

Gamma is seeking a Contact Centre Implementation Engineer to design, configure and deliver Amazon Connect solutions for enterprise customers in the UK. You will work with Solution Architects, Project Managers and Engineers to translate requirements into scalable cloud-based contact centre deployments.

You will stay current with AWS technologies, lead implementation, testing, and delivery across multiple projects, and provide strong customer guidance throughout the engagement.

Qualifications

• Demonstrable experience with Amazon Connect, including design, configuration, and implementation.
• Strong understanding of contact centre technologies, customer journeys, and routing.
• Knowledge of AWS services, particularly Lambda, DynamoDB, SES, SQS, and S3.
• Experience with chat and voice bots, AI, and conversational UX.
• Strong problem-solving skills and the ability to translate customer requirements into effective technical solutions.
• Experience working directly with customers in a professional services or project delivery environment.
• Ability to manage multiple projects and collaborate effectively with Architects, Engineers, Project Managers, Support teams, and customers.
• Familiarity with Jira or similar task management tools.
• Excellent written and verbal communication skills, with a confident and professional customer-facing approach.
• A creative mindset and willingness to explore innovative solutions to customer challenges.

Responsibilities

• Understanding customer requirements and owning the implementation of Amazon Connect solutions.
• Designing contact flows, queues, routing profiles, reporting, and customer journeys.
• Working with chat and voice bots, including AI-driven customer experiences and conversational UX.
• Collaborating with engineering and architecture teams to define requirements, test features, and deliver bespoke solutions.
• Managing multiple projects, contributing to project plans and estimates, and ensuring high-quality, timely delivery.
• Providing customer guidance and second-line technical support where required.
• Working with the SmartAgent Product Team to help shape new features and services.
• Keeping up to date with AWS, Amazon Connect, AI, and wider cloud technologies.

Skills

Amazon Connect

AWS services

Chat / voice bots

Customer-facing

Jira

Problem-solving

Project delivery

Multi-project management

Tools

Jira

Job description

Gamma is seeking a Contact Centre Implementation Engineer to design, configure and deliver Amazon Connect solutions for enterprise customers in the UK. You will work with Solution Architects, Project Managers and Engineers to translate requirements into scalable cloud-based contact centre deployments.

You will stay current with AWS technologies, lead implementation, testing, and delivery across multiple projects, and provide strong customer guidance throughout the engagement.