Tech Lead - Amazon Connect

IAG Loyalty Retail Ltd; Warrington; Hybrid; GBP 60,000 - 85,000; Full time

Job summary

IAG Loyalty is seeking a Tech Lead for Amazon Connect to design and implement cutting-edge solutions enhancing customer interactions. This hybrid role offers flexibility while demanding strong leadership in technical projects and expertise in contact center technology. The successful candidate will drive innovative developments, collaborating closely with various teams to optimize customer experiences and internal efficiencies. Join us to be part of a rewarding journey in loyalty management, where your skills will shape the future of customer engagement.

Benefits

Travel perks

Healthcare benefits

Avios rewards

Qualifications

• Experience leading teams and technical projects.
• Proven track record with Amazon Connect or similar solutions.
• Strong understanding of scalable software development.

Responsibilities

• Design and architect solutions for Amazon Connect.
• Integrate customer contact products and manage third-party relationships.
• Ensure product development meets high standards.

Skills

Software Engineering

Programming Languages

Amazon Connect

Agile Methodologies

Education

Bachelor's Degree in Computer Science or related field

Tools

AWS

Terraform

BitBucket

Job description

Tech Lead - Amazon Connect

Apply locations

Warrington

Type

Full time

Posted

Posted 2 Days Ago

Job requisition id

JR100232

Who we are

We’re the people behind the global loyalty currency, Avios, and home to three ambitious, growing businesses: IAG Loyalty, BA Holidays, and The Wine Flyer. Each business has its own goals and strategy, but collectively we create brilliant experiences for our global customers.

We’re on an exciting journey of growth and transformation – we’re going places! This is where you come in.

The opportunity

IAG Loyalty provides the technical capabilities and designs the loyalty programmes for the airlines in IAG through our Loyalty Platform. Within Customer Contact teams, we have established Amazon Connect as our contact platform and have built out the IAGL Customer Channels in line with our Customer Contact Strategy.

In this new opportunity, as our Tech Lead, you'll play a key role in designing and architecting innovative product solutions for Amazon Connect to enable seamless customer experiences and efficient tools for our colleagues.

Collaborating closely with the Amazon Connect Product Manager, you'll determine technical feasibility, architectural constraints, and provide guidance to developers for integration into our web and mobile channels.

You will act as the team’s technical evangelist, advising on development and industry innovations to benefit our business both short and long-term.

This role is based in Warrington. Our hybrid approach, The Blend, offers flexibility to work from home or the office at least two days a week, with potential to work from other locations as needed.

What you’ll do

• Own and evolve the architecture for Amazon Connect to improve efficiency and user satisfaction.
• Support integration of other Customer Contact products into Amazon Connect.
• Manage integrations with third parties and other teams.
• Ensure high standards in product development through testing, code reviews, and documentation.
• Proactively monitor and improve the platform based on data.

What we need from you

• Experience as a team or technical lead, with a background in software engineering or development.
• Experience with Amazon Connect or similar contact centre solutions, and developing scalable, high-quality software.
• Proficiency in multiple programming languages and platforms, such as Node.js, JavaScript, Terraform, React, APIs, and industry standards like OAuth 2.0.
• Experience with AWS cloud platforms.
• Knowledge of config management and infrastructure as code tools, preferably Terraform.
• Experience with version control (BitBucket), CI/CD, and DevOps practices.
• Ability to architect solutions considering feasibility and constraints.
• Strong background in agile teams and delivering innovative solutions.

Additional considerations

• We value team players who focus on collective success over individual perfection.
• Fast iteration and progress are prioritized over perfection.
• This is an end-to-end role requiring ownership from ideation to delivery.

In return, you'll enjoy travel perks, Avios, healthcare benefits, and more. Find out more here.

Our commitment to diversity and inclusion

We aim to create a welcoming culture that values diverse identities and perspectives, fostering a sense of belonging and enabling us to solve complex problems and innovate effectively.

Please inform us of any reasonable adjustments needed for your interview process.

About IAG Loyalty

We serve 40 million members, turning their everyday spending into the global currency, Avios, through a team of 600 loyalty pioneers. Our culture is centered around a love of travel and innovation, creating rewarding experiences for our members and careers for our team.

Our Values

We're loyalty pioneers, creating the world's most rewarding experiences.

Our values guide us in our journey, shaping how we work and collaborate across our global teams.