Platform Engineer (AWS connect)

Capitole; España; Remote; PHP 4,616,000 - 6,747,000; Full time

Benefits offered by this job

Individual training budget of €1200

Flexible remuneration package

Great discounts at sports centers

Free private health insurance

Monthly follow-ups with your team

Team Buildings every two months

Discounts in international brands for employees

Job summary

A leading consulting firm is seeking a Contact Center Platform Engineer in the Philippines. In this role, you will design and implement a customer engagement platform leveraging Amazon Connect, integrating various services and creating contact flows. The ideal candidate has strong experience with Amazon Connect in production and understanding of serverless architectures and contact center operations. This position comes with a flexible remuneration package and individual training budgets, encouraging continuous learning and development.

Qualifications

• Strong hands-on experience with Amazon Connect in production.
• Understanding of contact center operations and CX metrics.
• Experience in regulated environments (banking/fintech a plus).
• Experience in regulated environments (banking/fintech a plus).

Responsibilities

• Design and implement Amazon Connect architecture for chat and tasks.
• Build advanced routing and deflection strategies.
• Integrate backend systems for customer context and routing decisions.
• Deliver the platform using Infrastructure as Code.
• Customize the Agent Experience (CCP, concurrency, RONA, knowledge features, Amazon Q).
• Implement analytics, CSAT, and reporting.
• Deliver the platform using Infrastructure as Code (Terraform / CDK).
• Design chat persistence and transcript storage (S3, Kinesis) with GDPR considerations.
• Assess AWS service quotas and plan for future channel expansion (voice, email, live translation).
• Enable teams through documentation, best practices, and reusable patterns."

Skills

Amazon Connect

Serverless architectures

Infrastructure as Code

Contact center operations

Tools

AWS Lambda

Terraform

S3

Okta

Job description

Overview

We are building a next-generation banking experience where AI-driven automation and human expertise work together seamlessly. As a Contact Center Platform Engineer, you will design and scale our customer engagement platform on Amazon Connect, starting with asynchronous messaging and expanding to voice, email, and future channels.

You will work closely with product and engineering teams to deliver a secure, scalable, and reusable platform that enables teams to operate independently over time.

Responsibilities

• Design and implement Amazon Connect architecture for chat and tasks.
• Build contact flows (IVR/ICR), advanced routing, prioritization, overflow, and deflection strategies.
• Integrate backend systems using AWS Lambda for customer context and routing decisions.
• Configure SSO (SAML/Okta), user hierarchies, and security profiles.
• Customize the Agent Experience (CCP, concurrency, RONA, knowledge features, Amazon Q).
• Implement analytics, CSAT, and reporting.
• Deliver the platform using Infrastructure as Code (Terraform / CDK).
• Design chat persistence and transcript storage (S3, Kinesis) with GDPR considerations.
• Assess AWS service quotas and plan for future channel expansion (voice, email, live translation).
• Enable teams through documentation, best practices, and reusable patterns (“teach teams to fish”).

Requirements

• Strong hands-on experience with Amazon Connect in production.
• Experience with serverless architectures and IaC.
• Understanding of contact center operations and CX metrics.
• Experience in regulated environments (banking/fintech a plus).

Profits

• Individual training budget of €1200 (languages, books, certifications)
• Flexible remuneration package
• Great discounts at sports centers (AndJoy)
• Free private health insurance
• Monthly follow-ups with your team to have continuous feedback
• Team Buildings every two months. You can't miss the Pool Party? and our Christmas dinner?
• Discounts in international brands for employees (Club Capitole)
• You will have the opportunity to meet the whole family through our Technology communities, to share your knowledge and ideas. Knowledge exchange is key to us!

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