Amazon Connect Engineer

Description & Requirements

Be part of something great

Maximus is a global organisation that specialises in providing health and employment services to millions of people every year.

Here in the UK we employ around 5,000 people across the country to deliver services that have a profound impact on people's lives.

From assessments and health services to employability programmes and specialist support, we do work that matters with people who care.

Role Summary

We are seeking an Amazon Connect Engineer to join the Central IT Division they will play a key role in designing, implementing and maintaining cloud-based contact centre solutions using Amazon Connect and related AWS services.

Primary responsibilities are design implementation, administration, support, maintenance, upgrades and platform migrations.

Working closely with UK & USA stakeholders, including business analysts, developers, and operations teams, providing technical support document system configurations, workflows, and best practices.

This role is hybrid/Leicester based role.

Essential Duties & Responsibilities

1.

Design and implement scalable and resilient solutions on Amazon Connect via infrastructure as code, contribute to large-scale projects, including system upgrades, platform migrations, and feature implementations.

Solutions for voice, chat, and task-based interactions.

2.

Architect contact flows, IVRs (Interactive Voice Response), routing profiles, and agent hierarchies.

3.

Develop and deploy custom contact flows and automation scripts.

Configure call routing, queues, and user permissions.

Optimize contact centre operations through data analysis and feedback loops.

4.

Implement real-time and historical reporting solutions using AWS analytics tools.

5.

Integrate Amazon Connect with third-party CRMs, ticketing systems, and workforce management tools.

Customize agent and customer experiences using APIs and SDKs

6.

Leverage AI/ML tools (e.g., Amazon Lex for chatbots, Amazon Polly for text-to-speech) to enhance customer interactions.

7.

Analyse existing and new voice and data networks (as needed), Troubleshoot, maintain, upgrade, and identify problem areas and solve issues in a proactive manner.

Monitor system performance to ensure high availability, security, and compliance of the contact centre infrastructure.

8.

Work closely with manager and stakeholders, including business analysts, developers, and operations teams, understand the assigned work, deliver on agreed dates and raise issues/risks in a timely manner in case of risk to project deliverables

9.

Provide technical support and training to internal teams and end-users.

10.

Document system configurations, workflows, and best practices.

11 Provide high-level operational support acting as escalation point for work stoppages

12 Follow Maximus implementation standards and Change control processes, understand business processes and develop unit and integration test scenario in accordance with system requirem...