At a Glance
- Tasks: Design and implement cloud-based contact centre solutions using Amazon Connect and AWS services.
- Company: Maximus, a global leader in health and employment services.
- Benefits: Inclusive culture, career development, and support for diverse backgrounds.
- Other info: Join a team that values diversity and offers guaranteed interviews for applicants with disabilities.
- Why this job: Make a real impact while working with cutting-edge technology in a dynamic environment.
- Qualifications: Degree in relevant field and 4+ years of experience with Amazon Connect.
The predicted salary is between 60000 - 80000 £ per year.
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.
We are seeking an Amazon Connect expert 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:
- IaaS across AWS workflows, customisations, design implementation, administration, support, maintenance, upgrades and platform migrations.
- Proficient with migrations from Five9 and Liberty Netcall.
- Good working knowledge of Genesys is a must have.
Working closely with UK & USA stakeholders, including business analysts, developers and operations teams, providing technical support, document system configurations, workflows and best practices.
Specific Accountabilities:
- 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.
- Architect, custom CCP, contact flows, IVRs, routing profiles and agent hierarchies.
- 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.
- Implement real-time and historical reporting solutions using AWS analytics tools.
- Integrate Amazon Connect with third-party CRMs, ticketing systems, and workforce management tools. Customize agent and customer experiences using APIs and SDKs.
- Leverage AI/ML tools (e.g., Amazon Lex for chatbots, Amazon Polly for text-to-speech) to enhance customer interactions.
- 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.
- 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.
- Provide technical support and training to internal teams and end-users.
- Document system configurations, workflows, and best practices.
- Provide high-level operational support acting as escalation point for work stoppages.
- Follow Maximus implementation standards and Change control processes, understand business processes and develop unit and integration test scenario in accordance with system requirements and business process changes.
Qualifications & Experience:
- Degree in Telecommunication/Computer Engineering/Computer Science, Computer Technology/or related discipline or equivalent professional technical experience.
- 4+ years of experience in cloud-based contact centre solutions (specifically Amazon Connect).
- Expert in AWS Services and Infrastructure as code.
- Expert with DevOps practices and tools (e.g., CI/CD, CloudFormation, Terraform).
- Familiarity with AWS services: Amazon Connect, DynamoDB, Lambda, StepFunction, S3, Kinesis (data/video)(Stream/Firehose), EventBridge, CloudWatch, CloudTrail, CloudFormation, API Gateway, Amazon Lex, and CloudFront.
- Good technical problem-solving skills and ability to collaborate in troubleshooting challenging configurations.
- Proactive, methodical and thorough approach to operations management.
- Excellent ability to communicate in both written and oral forms, to technical and non-technical audiences at all levels of the organisation.
- Ability to work independently to objectives and manage multiple high priority initiatives in parallel.
- Customer and user focused, with the ability to understand and manage stakeholder goals and priorities across multiple Business Divisions.
- Flexible and pragmatic attitude, with the ability to work effectively in a fast paced, ambiguous environment.
- Excellent influencing of peers, senior executives, customers and partners in delivery of operational priorities and maintaining positive and productive relationships.
Maximus is committed to developing, maintaining and supporting a culture of diversity, equity and inclusion throughout the recruitment process. We know that feeling included has a dramatic impact on personal well-being and are working to ensure that no job applicant receives less favourable treatment due to any personal characteristic.
We are a Disability Confident Leader, thanks to our commitment to the recruitment, retention and career development of people with disabilities and long-term conditions.
Amazon Connect Developer in London employer: Maximus UK
Maximus UK is an excellent employer, offering a supportive work culture that prioritises employee well-being and professional growth. Located in the vibrant region of Oxfordshire, employees benefit from engaging with the community while promoting healthy lifestyles, alongside opportunities for training and development in public health. Join us to make a meaningful impact in families' lives while enjoying a collaborative and rewarding workplace.
StudySmarter Expert Advice🤫
We think this is how you could land Amazon Connect Developer in London
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what Maximus UK values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges Maximus UK might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at Maximus UK!
✨Direct Apply to Maximus UK
Let's not forget to apply directly through the Maximus UK website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace Amazon Connect Developer in London
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at Maximus UK.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at Maximus UK. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at Maximus UK
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
