Amazon Connect Architect | AWS Cloud & IVR Expert

Be part of something great. 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 who 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, documenting 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 (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 scenarios 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.
• Deep understanding of IAM.
• Deep understanding of securing AWS environments.
• Strong scripting or programming skills (e.g., Python, JavaScript).
• Expert with DevOps practices and tools (e.g., CI/CD, CloudFormation, Terraform).
• Familiarity with AWS services: Amazon Connect, DynamoDB, Lambda, Step Functions, S3, Kinesis (data/video) (Stream/Firehose), EventBridge, CloudWatch, CloudTrail, CloudFormation, API Gateway, Amazon Lex, and CloudFront.

Competencies:

• 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.

EEO Statement: 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. Advertisements for posts will include sufficiently clear and accurate information to enable potential applicants to assess their own suitability for the post. 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. The Disability Confident scheme includes a guaranteed interview for any applicant with a disability who meets the minimum requirements for a job. When you complete your job application you will find a question asking you if you would like to apply under the Disability Confident Guaranteed Interview Scheme. If you feel that you have a disability and apply under this scheme, providing that you meet the essential criteria for the job, you will then be invited for an interview. Your Guaranteed Interview application will only be shared with the hiring manager and the local resourcing team. Where reasonable, Maximus will review and consider adjustments for those applicants who express a requirement for them during the recruitment process.