At a Glance
- Tasks: Administer and enhance the Amazon Customer Connect platform to improve customer journeys and agent productivity.
- Company: Join a leading tech giant known for innovation and customer service excellence.
- Benefits: Enjoy hybrid working, private healthcare, discounts, and share options.
- Other info: Dynamic role with opportunities for continuous improvement and career growth.
- Why this job: Shape the future of customer service with cutting-edge technology and AI.
- Qualifications: Experience with Amazon Connect and cloud-based platforms is essential.
The predicted salary is between 63000 - 77000 £ per year.
Overview
In this role you will administer and enhance the Amazon Customer Connect platform and related service portals to support global, service-driven operations.
You will collaborate with cross-functional teams to improve customer journeys, agent productivity and operational efficiency through configuration, automation and AI-assisted development.
The role focuses on reliability, security and continuous improvement of enterprise contact technologies.
You will shape platform direction by working with stakeholders and adopting emerging technologies.
- Pay / Benefits
- 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 discounts up to 70% on brands
Responsibilities
- Administer and support the Amazon Connect platform and associated service apps
- Configure contact flows, queues, routing profiles, users and permissions
- Maintain and enhance web portals used by Service Assurance and customers
- Develop, test and deploy platform enhancements and automation
- Work with Angular applications to add functionality and improve UX
- Utilize AI-assisted tools to analyze code, generate docs and improve quality
- Integrate Amazon Connect with Jira Service Management and other enterprise systems via APIs
- Monitor platform health and coordinate issue resolution with internal teams and suppliers
- Manage changes through governance, testing and change management
- Produce technical documentation and operational procedures
- Provide technical guidance to operations adopting new platform capabilities
- Identify opportunities to improve customer journeys and processes via AI and automation
- Stay updated on Amazon Connect, AWS services and contact centre tech and suggest value-driving improvements
- Key requirements
- Hands-on experience administering Amazon Customer Connect in an enterprise environment
- Experience configuring contact flows, queues, routing profiles, users, permissions and contact centre operations
- Experience supporting cloud-based CCaa S platforms
- Experience with AWS services supporting Amazon Connect
- Experience maintaining and enhancing web-based applications
- Experience using AI-assisted development tools for code analysis, testing and documentation
- Strong analytical and troubleshooting skills
- Experience in structured service management environments
- Excellent communication and stakeholder management
- Proactive approach to continual improvement and operational excellence
- communication
- stakeholder management
- proactive improvement
- Amazon Connect administration
- AWS (cloud services)
- Angular and Type Script (Desirable)
Amazon Customer Connect & Service Platform Specialist in Hatfield 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 Hatfield
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Ocado Technology. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Ocado Technology before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Amazon Customer Connect & Service Platform Specialist in Hatfield
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Ocado Technology:Your cover letter is your chance to shine! Tell us why you want to work at Ocado Technology specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Ocado Technology!
How to prepare for a job interview at Ocado Technology
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
