AWS Engineer

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 EnvironmentAWS 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.

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