Enterprise CX Engineer: Cloud Contact Center (AWS)
Gamma Communications plc
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Benefits offered by this job
Job summary
Gamma Communications plc is seeking a Contact Centre Implementation Engineer to design, configure and deliver modern Amazon Connect solutions for diverse UK customers. You will work closely with Solution Architects, Project Managers, Software Engineers and Support teams to translate customer requirements into effective technical outcomes.
The role focuses on building scalable cloud contact centre architectures on AWS, including Lambda, DynamoDB, SES, SQS and S3, while shaping new features with
Qualifications
- Proven experience designing, configuring and implementing Amazon Connect solutions.
- Strong understanding of contact centre technologies and customer journeys.
- Knowledge of AWS services: Lambda, DynamoDB, SES, SQS, S3.
- Experience with chat and voice bots, AI, and conversational UX.
- Excellent problem-solving and ability to translate requirements into solutions.
- Experience working directly with customers in professional services or delivery.
- Ability to manage multiple projects and collaborate with Architects, Engineers, PMs, Support.
- Familiarity with Jira or similar task-management tools.
- Excellent written and verbal communication with a professional customer-facing approach.
- Creative mindset to explore innovative cloud solutions to customer challenges.
Responsibilities
- Design, configure, and deliver modern, scalable Amazon Connect solutions across multiple customer projects.
- Work closely with customers, Solution Architects, Software Engineers, and Project Managers to turn requirements into effective contact centre solutions.
- Own the implementation of Amazon Connect solutions from initial requirements through to delivery.
- Design contact flows, queues, routing profiles, reporting, and customer journeys.
- Work 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
Tools
Job description
Gamma Communications plc is seeking a Contact Centre Implementation Engineer to design, configure and deliver modern Amazon Connect solutions for diverse UK customers. You will work closely with Solution Architects, Project Managers, Software Engineers and Support teams to translate customer requirements into effective technical outcomes.
The role focuses on building scalable cloud contact centre architectures on AWS, including Lambda, DynamoDB, SES, SQS and S3, while shaping new features with
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