At a Glance
- Tasks: Support and maintain an Amazon Connect environment while transitioning to a new contact centre platform.
- Company: Join a dynamic team focused on innovative AWS solutions.
- Benefits: Hybrid working, competitive pay, and hands-on experience in a cutting-edge tech environment.
- Other info: Opportunity for professional growth in a collaborative and supportive setting.
- Why this job: Make a real impact by stabilising live services and enhancing customer experiences.
- Qualifications: Strong AWS experience, especially with Amazon Connect and system optimisation skills.
The predicted salary is between 45000 - 60000 £ per year.
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.
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.
AWS Engineer in Birmingham employer: Hays Technology
Join a forward-thinking company that values innovation and collaboration, offering a hybrid working model that promotes work-life balance. As an AWS Engineer, you'll have the opportunity to enhance your skills in a dynamic environment while contributing to significant projects that shape the future of contact centre technology. With a strong focus on employee growth and a supportive culture, this role provides a meaningful chance to make a real impact in the tech landscape.
StudySmarter Expert Advice🤫
We think this is how you could land AWS Engineer in Birmingham
✨Tip Number 1
Network like a pro! Reach out to your connections in the AWS community, attend meetups, and engage in online forums. You never know who might have the inside scoop on job openings or can refer you directly.
✨Tip Number 2
Show off your skills! Create a portfolio showcasing your hands-on experience with Amazon Connect and other AWS services. This could be a game-changer during interviews, as it gives potential employers a clear view of what you can do.
✨Tip Number 3
Prepare for technical interviews by brushing up on your troubleshooting and optimisation skills. Be ready to discuss real-life scenarios where you've resolved issues in live environments, as this will demonstrate your expertise.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search!
We think you need these skills to ace AWS Engineer in Birmingham
Some tips for your application 🫡
Tailor Your CV:Make sure your CV highlights your hands-on experience with AWS and Amazon Connect. We want to see how your skills match the key responsibilities listed in the job description, so don’t hold back on showcasing your relevant projects!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you’re the perfect fit for this role. We love seeing enthusiasm and a clear understanding of the transition to a new contact centre platform, so let us know how you can contribute.
Showcase Your Technical Skills:When detailing your experience, focus on your technical skills like IVR development and system optimisation. We’re looking for someone who can hit the ground running, so make sure we see your expertise in action!
Apply Through Our Website:Don’t forget to apply through our website! It’s the best way for us to receive your application and keep track of all the amazing candidates. Plus, it shows you’re serious about joining our team!
How to prepare for a job interview at Hays Technology
✨Know Your AWS Stuff
Make sure you brush up on your AWS knowledge, especially around Amazon Connect. Be ready to discuss your hands-on experience with contact flows, IVR development, and multi-channel configurations. They’ll want to see that you can not only talk the talk but also walk the walk!
✨Showcase Your Troubleshooting Skills
Prepare to share specific examples of how you've tackled issues in live environments. Think about times when you resolved defects or optimised systems. Being able to demonstrate your troubleshooting prowess will set you apart from other candidates.
✨Get Familiar with Documentation
Since technical documentation is a key part of the role, be ready to discuss your experience in producing and enhancing documents. Bring examples of your work if possible, and highlight your ability to capture knowledge effectively during handovers.
✨Communicate Like a Pro
This role requires you to interact with both technical and operational stakeholders. Practice explaining complex concepts in simple terms. Show that you can bridge the gap between tech and non-tech folks, as this will be crucial for a smooth transition to the new platform.
