CX Engineer - Enterprise Markets

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

A Bit About Us

At Gamma we provide voice, data, and mobile solutions to businesses across the UK, Germany, Spain, and the Benelux region.

Our people are at the heart of everything we do. When you join us, you’ll be part of a collaborative, forward-thinking team that’s transforming how businesses connect and communicate globally.

We’re growing fast, but we never lose sight of what matters: our people. Whether you're looking to develop your skills, take on new challenges, or make a meaningful impact, Gamma is the place to do it.

Who are we looking for?

At Gamma Enterprise, we support some of the most recognised Enterprise and Public Sector organisations in the world with their business-critical customer experience requirements. As part of our CX practice, Amazon Connect is a key strategic solution, helping our customers transform the way they engage with their customers.

We’re looking for a Contact Centre Implementation Engineer to join our team and play a key role in delivering modern, resilient, and scalable contact centre solutions built on AWS and Amazon Connect.

You’ll work directly with our customers to understand their requirements and turn them into effective technical solutions. Working closely with Solution Architects, Project Managers, Software Engineers, and Support teams, you’ll take ownership of the implementation of Amazon Connect solutions from initial requirements through to delivery.

Our customers all have unique challenges, so this role will suit someone who enjoys solving problems, thinking creatively, and finding innovative ways to use cloud and contact centre technologies to deliver great customer experiences.

What will you be doing day-to-day?

As a Contact Centre Implementation Engineer, you’ll design, configure, and deliver modern, scalable Amazon Connect solutions across multiple customer projects. You’ll work closely with customers, Solution Architects, Software Engineers, and Project Managers to turn requirements into effective contact centre solutions.

Your responsibilities will include:

• 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.

You’ll work across AWS services including Amazon Connect, Lambda, DynamoDB, SES, SQS, and S3, alongside our Architecture and Engineering teams to deliver innovative solutions for customers.

What you’ll need:

We’re looking for a technically strong, customer-focused professional with experience delivering cloud-based contact centre solutions. You’ll have:

• 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.

What do we offer you?

• 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

A few things to note

We require all candidates to be eligible to work in the UK and pass a basic DBS check.

Gamma is an equal-opportunity employer committed to building diverse, inclusive teams where everyone feels valued and can be their authentic selves. We welcome applicants from all backgrounds, especially those underrepresented in our industry. As a family-friendly employer, we foster a culture of trust, autonomy, and flexibility to support your work-life balance and help you thrive at Gamma.