Hybrid Cloud Contact Center Platform Specialist

Ocado Group; Welwyn Hatfield; Hybrid; GBP 34,000 - 55,000; Full time

Benefits offered by this job

Hybrid and flexible working

Private healthcare

Car Salary Sacrifice and Cycle to Work

Free Shares and Life Assurance

15% discount on Ocado.com shopping

Company Shop offering discounts up to

Exclusive travel, retail and leisure >

Modern Head Office campus with café &餐

Free shuttle bus to and from Hatfield

Enhanced maternity and paternity leave

Enhanced pension scheme with company 7

Employee Assistance Programme

Job summary

Ocado Group is seeking an experienced Amazon Customer Connect & Service Platform Specialist to join our Service Assurance team. This is a hands-on technical role responsible for the administration, configuration, support and continual improvement of our Amazon Connect Agentic AI solution, operational service portals and supporting service management tooling.

You’ll help ensure our operational platforms remain secure, reliable and fit for purpose while delivering enhancements that improve

Qualifications

• Hands-on experience administering Amazon Connect within an enterprise environment.
• Experience configuring contact flows, queues, routing profiles, users, permissions and contact centre operations.
• Experience supporting cloud-based customer contact or CCaaS platforms.
• Experience working with AWS services that support Amazon Connect.
• Experience maintaining and enhancing web-based applications.
• Experience using modern AI-assisted software development tools to support software development, code analysis, testing and documentation.
• Strong analytical and troubleshooting skills.
• Experience working within structured service management environments.
• Excellent communication and stakeholder management skills.
• A proactive approach to continual improvement and operational excellence.

Responsibilities

• Administer, configure and support the Amazon Customer Connect platform and associated operational service applications.
• Configure contact flows, routing profiles, queues, users, permissions and operational workflows.
• Support and enhance operational web portals used by our Service Assurance teams and customers.
• Develop, test and implement platform enhancements, automation and workflow improvements.
• Work with existing Angular applications to deliver new functionality, resolve defects and improve user experience.
• Use AI-assisted development tools to analyse existing code, accelerate development, generate documentation and improve software quality.
• Support integrations between Amazon Connect, Jira Service Management and other enterprise platforms using APIs and native integrations.
• Monitor platform health, investigate issues and coordinate resolution with internal teams and third-party suppliers.
• Manage platform changes through appropriate governance, testing and change management processes.
• Produce and maintain technical documentation, configuration standards and operational procedures.
• Deliver technical guidance to operational teams adopting new platform capabilities.
• Identify opportunities to improve customer journeys, operational processes and platform capability through AI, automation and emerging technologies.
• Keep up to date with developments across Amazon Connect, AWS services and contact centre technologies, recommending improvements where they deliver business value.

Skills

Amazon Connect

CCaaS platforms

AWS services

Web applications

AI-assisted tools

Analytical skills

Stakeholder management

Communication skills

Tools

Angular

TypeScript

Jira Service Management

Confluence

REST APIs

JavaScript

CI/CD pipelines

AWS certifications

Job description

Ocado Group is seeking an experienced Amazon Customer Connect & Service Platform Specialist to join our Service Assurance team. This is a hands-on technical role responsible for the administration, configuration, support and continual improvement of our Amazon Connect Agentic AI solution, operational service portals and supporting service management tooling.

You’ll help ensure our operational platforms remain secure, reliable and fit for purpose while delivering enhancements that improve