Job type
ContractLocation
BirminghamWorking Pattern
Full-timeSpecialism
CloudIndustry
Government & Public ServicesPay
£500 to £600 p/d
AWS Contact Centre Engineer (Amazon Connect)
We’re supporting a major programme seeking an experienced AWS Contact Centre Engineer to take ownership of an existing Amazon Connect environment while supporting a transition to a new contact centre platform.
This is a hands-on contract role where you will play a critical part in stabilising live services, capturing technical knowledge, and ensuring a smooth platform transition.
- Outside IR35- Hybrid working 1–2 days per month on site
- 3 - 6 Month contract
The Role (Outside IR35)
You will be responsible for maintaining and supporting a live Amazon Connect estate while leading a structured handover. Alongside BAU responsibilities, you will contribute to the transition into a new contact centre platform (CXone), ensuring continuity and a well-documented, supportable environment.
Key Responsibilities
- Provide day-to-day support across Amazon Connect voice, email and chat channels
- Manage BAU activity, including incidents, defects, backlog and incomplete deliverables
- Take ownership of the platform through a structured handover and knowledge capture
- Produce and enhance technical documentation, including:
- Contact flows / IVR logic
- Routing and queue configuration
- Integration architecture
- Carry out hands-on engineering tasks including:
- Configuration changes
- Debugging and issue resolution
- System optimisation
- Support transition activity, including:
- Understanding current AWS configurations
- Mapping functionality to the target platform
- Supporting dual-running / coexistence where required
Essential Skills & Experience
- Strong hands-on experience with AWS solution development
- Proven expertise in Amazon Connect, including:
- Contact flow and IVR development
- Queue and routing logic
- Multi-channel configuration (voice, email, chat)
- Solid experience in system design and architecture
- Strong troubleshooting and optimisation capability within live environments
- Experience working with APIs and integration patterns, including troubleshooting orchestration issues
- Familiarity with Terraform and working with Infrastructure as Code
- Exposure to LLM / conversational AI / chatbot configuration
Technology Environment
AWS Services
- Amazon Connect
- AWS Lambda
- EC2, S3, RDS, DynamoDB
- CloudWatch
- API Gateway
Integration & Architecture
- REST APIs
- Event-driven architectures
- Service integration / orchestration
Contact Centre
- IVR / contact flows
- Routing & queue management
- Agent configuration
Automation
- Terraform (Infrastructure as Code)
What We’re Looking For
- A hands-on engineer, not just advisory
- Comfortable taking over partially documented or consultant-built solutions
- Strong experience balancing:
- Live service support
- Defect/backlog resolution
- Transition delivery
- Demonstrable expertise in:
- Technical documentation
- Knowledge transfer
- Handover execution
- Confident communicator across both technical and operational stakeholders
What you need to do now
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.
If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.
