At a Glance
- Tasks: Administer and enhance the Amazon Customer Connect platform while improving customer experience.
- Company: Join a leading tech company revolutionising online retail with innovative cloud solutions.
- Benefits: Enjoy hybrid working, private healthcare, discounts, and career development opportunities.
- Other info: Dynamic work environment with excellent growth potential and modern office facilities.
- Why this job: Make a real impact on global operations using cutting-edge technology and AI.
- Qualifications: Experience with Amazon Customer Connect and cloud-based platforms is essential.
The predicted salary is between 63000 - 77000 £ per year.
About Us
Our teams are putting the world's retailers online using cloud technology, robotics, AI and automation. Through the Ocado Smart Platform (OSP), we provide innovative technology and operational services to partners globally, supporting highly automated fulfilment centres and world-class online grocery operations. As our technology evolves, we're investing in modern cloud-based platforms that enhance the experience of our colleagues, customers and operational teams. This is an exciting opportunity to play a key role in supporting and developing the technology that underpins our global service operations.
About the Role
We're looking for an experienced Amazon Customer Connect & Service Platform Specialist to join our Service Assurance team. This is a hands-on technical role responsible for the administration, configuration, support and continual improvement of our Amazon Customer Connect Agentic AI solution, operational service portals and supporting service management tooling. You'll help ensure our operational platforms remain secure, reliable and fit for purpose while delivering enhancements that improve customer experience, colleague productivity and operational efficiency. You'll work with stakeholders across Service Assurance, Engineering, Product teams and third-party suppliers to deliver platform improvements, support operational change and help shape the future direction of our customer contact technologies.
What You'll Be Doing
- Administer, configure and support the Amazon Customer Connect platform and associated operational service applications.
- Configure contact flows, routing profiles, queues, users, permissions and operational workflows.
- Support and enhance operational web portals used by our Service Assurance teams and customers.
- Develop, test and implement platform enhancements, automation and workflow improvements.
- Work with existing Angular applications to deliver new functionality, resolve defects and improve user experience.
- Use AI-assisted development tools to analyse existing code, accelerate development, generate documentation and improve software quality.
- Support integrations between Amazon Connect, Jira Service Management and other enterprise platforms using APIs and native integrations.
- Monitor platform health, investigate issues and coordinate resolution with internal teams and third-party suppliers.
- Manage platform changes through appropriate governance, testing and change management processes.
- Produce and maintain technical documentation, configuration standards and operational procedures.
- Deliver technical guidance to operational teams adopting new platform capabilities.
- Identify opportunities to improve customer journeys, operational processes and platform capability through AI, automation and emerging technologies.
- Keep up to date with developments across Amazon Connect, AWS services and contact centre technologies, recommending improvements where they deliver business value.
About You
You'll be passionate about technology, enjoy solving operational problems and take pride in delivering stable, reliable platforms that support business-critical services. You're someone who enjoys learning new technologies, can quickly understand existing systems and is comfortable working across platform administration, configuration and light application development.
You'll have:
- Hands-on experience administering Amazon Customer Connect within an enterprise environment.
- Experience configuring contact flows, queues, routing profiles, users, permissions and contact centre operations.
- Experience supporting cloud-based customer contact or CCaaS platforms.
- Experience working with AWS services that support Amazon Connect.
- Experience maintaining and enhancing web-based applications.
- Experience using modern AI-assisted software development tools (such as GitHub Copilot, Claude, Amazon Q Developer, Gemini, ChatGPT or similar) to support software development, code analysis, testing and documentation.
- Strong analytical and troubleshooting skills.
- Experience working within structured service management environments.
- Excellent communication and stakeholder management skills.
- A proactive approach to continual improvement and operational excellence.
Desirable Experience
It would be beneficial if you also have experience with:
- Angular and TypeScript.
- Jira Service Management and Confluence administration.
- REST APIs and enterprise system integrations.
- JavaScript development.
- Workflow automation.
- CI/CD pipelines.
- Contact centre reporting and analytics.
- AI-enabled customer service capabilities.
- AWS certifications or relevant cloud experience.
What You'll Get in Return
Our employee benefits are designed with our people in mind because we know they are at the heart of everything we do. Alongside technically challenging work and opportunities to develop your career, we offer:
- Hybrid and flexible working.
- Private healthcare.
- Car Salary Sacrifice and Cycle to Work schemes.
- Free Shares and Life Assurance.
- 15% discount on Ocado.com shopping.
- Company Shop offering discounts of up to 70% on leading brands.
- Exclusive travel, retail and leisure discounts.
- Modern Head Office campus with café and restaurant facilities.
- Free shuttle bus to and from Hatfield Station.
- Enhanced maternity and paternity leave.
- Enhanced pension scheme with company contributions up to 7%.
- Employee Assistance Programme.
If you're looking for an opportunity to work with modern cloud technologies, influence the evolution of a business-critical platform and make a real impact across a global operation, we'd love to hear from you.
Amazon Customer Connect & Service Platform Specialist in Doncaster employer: Ocado Technology
At Ocado Group, we pride ourselves on being an exceptional employer, offering a dynamic work culture that fosters innovation and collaboration. As a GA4 Implementation Specialist in Hatfield, you'll enjoy flexible working arrangements, comprehensive benefits including private medical insurance and generous leave policies, and ample opportunities for professional growth within a cutting-edge technology environment. Join us to be part of a diverse team dedicated to pushing the boundaries of retail technology while supporting your well-being and career aspirations.
StudySmarter Expert Advice🤫
We think this is how you could land Amazon Customer Connect & Service Platform Specialist in Doncaster
✨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 Ocado Technology 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
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✨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 Ocado Technology.
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We think you need these skills to ace Amazon Customer Connect & Service Platform Specialist in Doncaster
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 Ocado Technology.
Craft a killer cover letter:Your cover letter is your chance to stand out—make it personal! Explain why you want to work at Ocado Technology 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 Ocado Technology
✨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 Ocado Technology 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.
