At a Glance
- Tasks: Design and optimise AWS Connect contact flows for enhanced customer experiences.
- Company: Cognizant, a leader in modernising businesses across the UK.
- Benefits: Competitive salary, flexible working, and opportunities for professional growth.
- Other info: Exciting role with travel to client sites and a focus on innovation.
- Why this job: Join a dynamic team and shape the future of cloud contact centres.
- Qualifications: Hands-on AWS Connect experience and knowledge of compliance regulations.
The predicted salary is between 50000 - 65000 £ per year.
Here at Cognizant, we work with clients across the UK to help modernise their businesses. Cognizant's Salesforce services span across Consulting & Advisory services, design, implementation, and continuous value enhancement. Our customers especially value our ability to provide Salesforce advisory and execution capabilities for complex end-to-end multi-cloud, multi-country deployments across the entire spectrum of Customer Experience (CX), be it Sales, Service (including Field Service), Marketing, Commerce, Analytics & Integration.
We are currently recruiting a hands-on AWS Connect Engineer to join our Customer Experience Technology team to drive the evolution of our cloud contact centre platform for a financial services organisation. You'll be at the forefront of evolving our cloud contact centre platform, leveraging the latest AWS Connect capabilities to deliver smarter, faster, and more personalised customer interactions. This is a hands-on engineering role where you'll design, build, and optimise features across the full Connect ecosystem — from AI-powered contact flows to real-time analytics — making a direct impact on how thousands of customers experience the brand every day.
This role is based in Nottingham and requires travel to the client’s office 3 times a week. Some of your key responsibilities will be to:
- Design, build, and maintain Amazon Connect contact flows and routing logic tailored to financial customer journeys (account enquiries, payments, disputes).
- Lead delivery of new platform capabilities for agent assist, AI-powered IVR, and Contact Lens sentiment and compliance analysis.
- Integrate AWS Connect with core banking systems, CRM platforms and fraud/risk engines via Lambda, API Gateway, and event-driven architectures.
- Ensure all contact centre workflows comply with regulations, PCI-DSS standards, and GDPR data handling requirements — including call recording governance and data retention policies.
- Implement secure authentication flows, knowledge-based authentication (KBA), and step-up verification for high-risk transactions.
- Build robust real-time and historical reporting using Contact Lens and Connect Analytics to support operational, compliance, and regulatory reporting needs.
- Support outbound dialling campaigns in adherence with FCA consumer duty obligations and Ofcom regulations.
- Collaborate with Information Security, Risk, and Compliance teams to ensure platform changes pass internal governance and third-party audit requirements.
- Own infrastructure-as-code deployments (Terraform / CloudFormation) with full change management documentation suitable for regulated environments.
- Participate in DR/BCP planning and testing to meet financial services resilience obligations.
What will make you successful:
- Hands-on Amazon Connect experience, ideally within financial services, fintech, or another regulated industry.
- Deep knowledge of building compliant contact flows — PCI-DSS scope reduction, call recording pause/resume, and secure data handling.
- Experience integrating Connect with core banking or financial CRM systems via REST APIs and AWS Lambda.
- Proven background in CCaaS platforms and contact centre engineering with a good understanding of contact centre workflows, IVR design, routing, and operations.
- Proficiency in Python or Node.js for Lambda-based integrations.
- Understanding of FCA regulations, Consumer Duty, and GDPR as they apply to customer contact operations.
- Experience with Contact Lens for compliance monitoring, sentiment analysis, and quality management.
- Experience with Terraform or CloudFormation in a governed, multi-environment AWS estate.
AWS Connect Engineer in Coventry employer: Cognizant
Cognizant is an exceptional employer that fosters a dynamic and innovative work culture, particularly for the AWS Connect Engineer role based in Nottingham. With a strong emphasis on employee growth, we offer extensive training and development opportunities, enabling you to stay at the forefront of technology while making a meaningful impact on customer experiences. Our collaborative environment encourages creativity and teamwork, ensuring that every team member contributes to our mission of modernising businesses across the UK.
StudySmarter Expert Advice🤫
We think this is how you could land AWS Connect Engineer in Coventry
✨Tip Number 1
Network like a pro! Reach out to folks in the industry on LinkedIn or at local meetups. A friendly chat can open doors that a CV just can't.
✨Tip Number 2
Show off your skills! Create a portfolio or GitHub repo showcasing your AWS Connect projects. It’s a great way to demonstrate your hands-on experience and passion for the role.
✨Tip Number 3
Prepare for interviews by practising common questions related to AWS Connect and customer experience tech. We recommend doing mock interviews with friends or using online platforms to boost your confidence.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who are proactive!
We think you need these skills to ace AWS Connect Engineer in Coventry
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the AWS Connect Engineer role. Highlight your hands-on experience with Amazon Connect and any relevant projects you've worked on, especially in financial services. We want to see how your skills match what we're looking for!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're passionate about this role and how your background aligns with our needs. Don't forget to mention your understanding of compliance regulations like PCI-DSS and GDPR, as these are crucial for us.
Showcase Your Technical Skills:When filling out your application, be sure to showcase your technical skills, especially in Python or Node.js for Lambda integrations. We love seeing candidates who can demonstrate their proficiency in building compliant contact flows and using tools like Terraform or CloudFormation.
Apply Through Our Website:We encourage you to apply through our website for the best chance of getting noticed. It’s super easy, and you'll be able to provide all the necessary information we need to assess your application. Plus, it shows you're serious about joining our team!
How to prepare for a job interview at Cognizant
✨Know Your AWS Connect Inside Out
Make sure you brush up on your AWS Connect knowledge before the interview. Understand how to design and build contact flows, and be ready to discuss your hands-on experience with AI-powered IVR and real-time analytics. Being able to talk about specific projects you've worked on will really impress them!
✨Showcase Your Compliance Knowledge
Since this role is in a regulated industry, it's crucial to demonstrate your understanding of compliance standards like PCI-DSS and GDPR. Prepare examples of how you've ensured compliance in past projects, especially regarding call recording governance and secure data handling.
✨Highlight Your Integration Skills
Be ready to discuss how you've integrated AWS Connect with core banking systems or CRM platforms using REST APIs and AWS Lambda. They’ll want to know about your experience with event-driven architectures, so have some concrete examples at hand to showcase your expertise.
✨Prepare for Technical Questions
Expect technical questions related to contact centre workflows, IVR design, and routing logic. Brush up on your Python or Node.js skills, as they may ask you to solve a problem or explain how you would approach a specific integration challenge. Practice makes perfect!
