Senior Amazon Connect & AWS Engineer

Methodius Ltd; Ireland; Hybrid; EUR 70,000 - 110,000; Full time

Benefits offered by this job

Hybrid work model

Relocation package

Annual bonus scheme

Private medical insurance

Pension

Job summary

Methodius Ltd seeks an experienced Amazon Connect Engineer to design, implement and support cloud contact centre solutions. You will collaborate with stakeholders to translate requirements into secure, scalable architectures on AWS.

You will lead integration efforts across Lambda, Lex, Polly and other AWS services, ensuring high performance, reliability and effective analytics within a global delivery model. Hybrid working and ongoing professional development are offered.

Qualifications

• Significant hands-on experience designing, implementing and supporting Amazon Connect.
• Strong experience developing Amazon Connect contact flows, IVR, routing and queue management.
• Experience integrating Lex and Polly and implementing conversational customer experiences.
• Experience with real-time analytics and contact centre reporting.

Responsibilities

• Design, configure and implement Amazon Connect solutions for voice, chat and omnichannel experiences.
• Develop and maintain contact flows, IVR, routing and queue management.
• Integrate Amazon Connect with AWS services and third-party technologies.
• Monitor, troubleshoot and optimise Amazon Connect environments for reliability.

Skills

Amazon Connect

AWS

Serverless architecture

Communication skills

Problem-solving

Leadership / mentoring

Tools

Lambda

Lex

Polly

S3

DynamoDB

CloudWatch

IAM

CloudFormation

Job description

Our client is a leading global technology organisation with a significant presence in Donegal and an established international delivery operation. We are currently recruiting for an experienced Amazon Connect Engineer to join a growing technology team responsible for designing, implementing and supporting modern cloud-based contact centre solutions.

This is an excellent opportunity for an experienced AWS and Amazon Connect professional to work on technically challenging projects, collaborate with stakeholders across multiple functions, and help shape the evolution of customer engagement platforms within a global organisation.

About the Role

As an Amazon Connect Engineer, you will be responsible for the design, development, configuration and ongoing support of Amazon Connect and associated AWS services.

You will work closely with business stakeholders, solution architects, developers and other technical teams to translate business requirements into secure, scalable and high-performing cloud contact centre solutions.

Key Responsibilities

• Design, configure and implement Amazon Connect solutions supporting voice, chat and omnichannel customer experiences.
• Develop and maintain contact flows, IVR solutions, routing strategies and queue management.
• Integrate Amazon Connect with AWS services including Lambda, Lex, Polly, S3, DynamoDB, CloudWatch and IAM.
• Design and implement integrations with CRM platforms, workforce management solutions, analytics platforms and other third-party technologies.
• Develop serverless and event-driven solutions to extend Amazon Connect functionality.
• Work with stakeholders to understand business requirements and translate these into robust technical solutions.
• Monitor, troubleshoot and optimise Amazon Connect environments, ensuring high levels of performance, reliability and availability.
• Support the integration and migration of existing telephony and contact centre technologies into cloud-based platforms.
• Contribute to technical architecture and solution design activities.
• Produce and maintain technical documentation, standard operating procedures and knowledge-base content.
• Identify opportunities to improve existing processes, platforms and customer experiences.
• Provide technical leadership and guidance to colleagues and contribute to knowledge sharing across the team.

Your Experience

We are looking for a technically strong Amazon Connect professional with substantial experience delivering cloud-based contact centre solutions.

Amazon Connect & Cloud Contact Centre

• Extensive hands-on experience designing, implementing and supporting Amazon Connect.
• Strong experience developing Amazon Connect contact flows, IVR, routing and queue management solutions.
• Experience integrating Amazon Lex and Polly and implementing conversational or automated customer experiences.
• Experience working with real-time analytics and contact centre reporting.

AWS

• Strong practical experience with core AWS services, including:
  • AWS Lambda
  • DynamoDB
  • S3
  • CloudWatch
  • IAM
  • CloudFormation
• Strong understanding of serverless architecture and microservices.
• Good knowledge of AWS security, scalability, availability and cost-optimisation principles.

Telephony & Contact Centre Technologies

• Strong understanding of SIP, VoIP, IVR, CTI and telephony technologies.
• Experience with call routing, queues and contact centre applications.
• Understanding of CRM and third-party contact centre integrations.
• Experience working with legacy telephony/contact centre environments and cloud migration programmes.

Required Qualifications & Experience

• Significant professional experience architecting, developing and implementing Amazon Connect solutions.
• Proven experience working with CCaaS (Contact Centre as a Service) platforms.
• Strong commercial experience working with AWS cloud technologies.
• Demonstrable experience across telephony and contact centre technologies.
• Experience taking ownership of technical initiatives from design through to implementation and support.
• Strong problem-solving and troubleshooting skills.
• Excellent communication skills, with the ability to engage effectively with both technical and non-technical stakeholders.
• Experience providing technical guidance, mentoring or leadership to other team members.

Desirable

• AWS certification such as AWS Certified Cloud Practitioner, AWS Certified Developer or AWS Certified Solutions Architect.
• Experience with infrastructure-as-code and automated deployment practices.
• Experience with contact centre migrations and transformation programmes.
• Knowledge of customer experience, conversational AI or contact centre analytics technologies.

What’s on Offer

• Permanent position based in Letterkenny, Co. Donegal.
• Hybrid working model.
• Opportunity to work with a global technology organisation on large-scale cloud and customer experience projects.
• Exposure to modern AWS and Amazon Connect technologies.
• Collaborative, technically focused working environment.
• Opportunity for continued professional development and career progression.

Salary dependent on candidate experience. Benefits: Annual Bonus Scheme. Contributory Pension. Private Medical Insurance. Life Assurance & Long-Term Disability. Employee Assistance Programme. 22 days annual leave + 10 public holidays. Relocation package. Continuous Learning & Development. Access to extensive training & certification resources. Lunch & Learn sessions. Additional perks including company discounts, on-site parking, and bike-to-work scheme

Based in Letterkenny, Co. Donegal. Hybrid (2-3 days onsite per week). Candidates must be eligible to work in Ireland/EU.

For more information, please contact David Coyle at 01 635 1748 or email [e-mail]