At a Glance
- Tasks: Build AI agents and contact flows using Amazon Connect while optimising performance and user experience.
- Company: Join a leading tech company at the forefront of AI and cloud solutions.
- Benefits: Competitive day rate, remote work flexibility, and opportunities for professional growth.
- Other info: Collaborative environment with opportunities to mentor and lead within a dynamic team.
- Why this job: Make an impact in the AI space and work on innovative projects that shape customer experiences.
- Qualifications: Experience with Amazon Connect, AI development, and strong coding skills in TypeScript and Python.
The predicted salary is between 80100 - 97900 £ per year.
3 x Contract Senior CXE Engineer
If you are interested in applying for this job, please make sure you meet the following requirements as listed below.
- Amazon Connect Day Rate: DoE
- Contract Length: Initial 6 months with rolling extensions
- UK Remote based with some travel for essential meetings
- Candidates must be eligible to work and reside in the UK
About the Role
You will spend the majority of your time in code and in the AWS console: building contact flows and AI agents, writing Lambda functions and CDK stacks, developing React-based agent and admin tooling, and debugging production issues on systems that serve tens of thousands of agents and millions of customer interactions. You work within architectures set by practice leads, and you're expected to pressure-test them, propose better patterns, and own the implementation quality of your workstream from first commit through production cutover. This role blends deep Amazon Connect platform engineering, generative AI development on Bedrock and Claude, and full-stack serverless work, with regular direct interaction with customer engineering teams.
Responsibilities
- AI Agent & Conversational AI Development
- Build AI-native self-service using Amazon Connect AI agents, Amazon Q in Connect, and Amazon Bedrock (Claude model family), implementing multi-agent orchestration patterns, orchestrator agents delegating to task-specific agents with escalation paths to human queues.
- Engineer prompts and tool-calling integrations at production scale: Search Profiles lookups, case creation, external API tools, authentication flows, and guardrails against hallucination and verification loops.
- Implement barge-in handling, fallback, and error-recovery behaviour for voice AI, and validate it with turn-by-turn trace analysis.
- Optimize inference cost and latency hands-on: model tier selection (Haiku vs. Sonnet vs. Opus), prompt caching, and token budgeting against containment-rate targets.
- Diagnose AI agent performance using observability tooling (agent spans, and CloudWatch) that correlates contact flow logs, conversation transcripts, AI agent spans, tool executions, and token usage to isolate latency, cost, and quality issues.
- Build conversational experiences where intent-based NLU is the right fit, including multilingual support and SSML-tuned voice interactions.
- Amazon Connect Platform Engineering
- Build contact flows that integrate AI agents, Lambda-backed business logic, Customer Profiles, and dynamic data-driven routing.
- Implement Amazon Connect Cases and Tasks solutions: case templates, queue-based work allocation, SLA/TAT monitoring, approval workflows, and migrations from legacy case systems.
- Configure and operationalize Contact Lens for real-time sentiment, post-contact summaries, category rules, and quality management.
- Implement proficiency-based and attribute-driven routing, outbound campaigns (including answering machine detection and compliance controls), and workforce management (WFM) integrations for forecasting, scheduling, and adherence (FCS).
- Build out the Amazon Connect analytics data lake (Glue, Lake Formation, Athena) and QuickSight dashboards for real-time operations and executive reporting.
- Support legacy platform migrations (Avaya, Genesys, Cisco, Oracle, Salesforce): flow conversion, data migration, parallel-run validation, and production cutover on live contact centers.
- Full-Stack & Portal Engineering
- Build custom Agent Workspace experiences with the Amazon Connect Streams API, third-party app embedding, and CRM screen-pop integrations.
- Build serverless, event-driven backends with Lambda, EventBridge, Step Functions, SQS/SNS, DynamoDB, and Kinesis for real-time event processing and customer journey orchestration.
- Treat accessibility as a first-class requirement: WCAG 2.1 AA compliant components, automated axe-core/Playwright accessibility scanning, and support for VPAT/Section 508 documentation on government and enterprise engagements.
- Infrastructure, Delivery & Quality
- Author infrastructure as code with AWS CDK (TypeScript) as the primary tool and CloudFormation or Terraform where customer environments require them.
- Build and maintain CI/CD pipelines (GitHub Actions) and automated test suites: Jest/Vitest unit tests, Playwright E2E and API tests, and integration tests against live Connect instances.
- Follow phased rollout patterns for production contact centers where downtime is measured in missed calls; write the runbooks that make cutovers boring.
- Instrument monitoring and alerting (CloudWatch metrics, alarms, and custom dashboards across voice, chat, tasks, queues, agents, Lambda, and AI agents) and participate in production incident triage.
- Apply security and compliance baselines in everything you ship: least-privilege IAM, DevSecOps scanning, encryption standards.
- Collaboration & Practice Contribution
- Work directly with customer engineering teams: pair on integrations, run technical working sessions, demo completed workstreams, and lead knowledge transfer so customers can operate what you build.
- Contribute to architecture decisions within your workstream; evaluate native Connect capability before custom builds, surface trade-offs to practice leads, and document decisions.
- Perform code reviews, uphold engineering standards, and mentor junior and mid-level CX engineers through pairing and review feedback.
- Contribute reusable assets back to the practice, shared CDK constructs, skills/plugins, demo environments, and internal tooling, so the next engagement starts further ahead.
Qualifications
- Hands-on software engineering experience, including building on Amazon Connect or comparable CCaaS platforms at enterprise scale.
- Strong, current Amazon Connect skills: contact flows, routing, Cases and Tasks, Contact Lens, Customer Profiles, Streams API, and the Connect data/analytics stack.
- Hands-on experience with conversational and generative AI, Amazon Lex plus LLM-based development (Amazon Bedrock, Q in Connect, or equivalent), including prompt engineering and tool calling.
- Strong TypeScript/Node.js and Python; production React experience; solid AWS serverless engineering (Lambda, EventBridge, API Gateway, DynamoDB, Step Functions, Kinesis).
- Infrastructure as code proficiency with AWS CDK or Terraform, including multi-account deployment patterns.
- Experience shipping and supporting production systems, testing discipline, observability instrumentation, and incident debugging.
Contract - Senior CXE Engineer - Amazon Connect in London employer: Confidential
As a leading employer in the data centre operations sector, we offer an exceptional work environment that prioritises employee growth and development. Our collaborative culture fosters innovation and accountability, while our commitment to safety and operational excellence ensures that you will be part of a team that values your contributions. With opportunities for international travel and the chance to lead critical operations across the EMEA region, this role provides a unique platform for impactful leadership and career advancement.
StudySmarter Expert Advice🤫
We think this is how you could land Contract - Senior CXE Engineer - Amazon Connect in London
✨Join Local Tech Meetups
Get out there and mingle with fellow developers by joining local tech meetups. It’s a fantastic way to meet people who might be working at Confidential or know someone who does. Plus, you can pick up some trendy tech skills and trends while you're at it!
✨Contribute to Open Source Projects
Show off your coding chops by jumping into open-source projects. Not only does this give you practical experience, but it also gets you noticed in the dev community. You'll create a killer portfolio that speaks volumes about your skills to Confidential.
✨Tap into Online Developer Communities
Don’t underestimate the power of online developer communities like GitHub, Stack Overflow, and even Reddit. Participate in discussions, share your projects, and build your visibility. We can often find opportunities through these channels that can lead to a full-time gig at companies like Confidential.
✨Explore Job Boards Specifically for Tech Roles
Keep your eyes peeled on job boards that focus on tech roles. Sites like TechCareers or Stack Overflow Jobs can often have listings for companies like Confidential that might not show up on broader job sites. Make it a habit to check these regularly, and don’t hesitate to apply directly through our website!
We think you need these skills to ace Contract - Senior CXE Engineer - Amazon Connect in London
Some tips for your application 🫡
Show off your coding skills:When applying for a software engineering role, it's super important to showcase your coding skills. Make sure your CV includes your tech stack, any relevant programming languages you’re comfortable with, and examples of projects you've worked on. If you have a GitHub profile, link it up! We love to see code in action.
Tailor your portfolio:For a full-time role, we’d expect to see some solid examples of your work in your portfolio. Make sure to include at least two or three projects that highlight your problem-solving skills and your ability to work with different technologies. Focus on the projects that are most relevant to the position at Confidential.
Craft a killer cover letter:Your cover letter is your chance to stand out—make it personal! Explain why you want to work at Confidential and how your skills align with the role. Show us your passion for software development. We dig enthusiastic candidates who understand the value of collaboration and continuous learning!
Be clear and concise:When it comes to writing your CV and cover letter, clarity is key. Avoid jargon that could confuse us and stick to simple, direct language. Highlight your achievements with quantifiable results where possible, and keep everything easy to read. A well-organised application goes a long way!
How to prepare for a job interview at Confidential
✨Brush Up on Your Coding Skills
For a full-time software engineering role, it's crucial that we stay sharp with our coding abilities. Expect technical questions that might involve solving problems on the spot or discussing algorithms. Practise on platforms like LeetCode or HackerRank to get comfortable with the types of questions that often come up.
✨Know Your Tools and Frameworks
Make sure we’re well-acquainted with the tools and technologies listed in the job description. Familiarise ourselves with any specific frameworks or programming languages mentioned. If Confidential uses React or Node.js, for instance, be ready to discuss how we’ve used them in previous projects or coursework.
✨Showcase Your Projects
Bring along a portfolio that highlights our best work. This could be code samples, GitHub repositories, or any side projects we’ve built. Make sure we can talk through our thought process for each project, especially the challenges we faced and how we solved them—this shows our problem-solving skills in action.
✨Prepare for Behavioural Questions
While technical skills are key, full-time positions also require cultural fit. Be ready to discuss our previous experiences and how we handle teamwork, conflict, and deadlines. Brush up on the STAR method—Situation, Task, Action, Result—to clearly articulate our past experiences when discussing how we've contributed to a team.
