Amazon Connect Engineer

Capital One's UK Contact Centre runs solely in the cloud powered by AWS using Amazon Connect. This cutting-edge platform presents exciting opportunities for us to develop how we interact with our customers via our Voice, IVR and chat channels.

We are expanding our UK Connect Engineering Team and seeking a talented Amazon Connect Engineer with experience in software engineering, as well as a strong understanding of the day to day workings of a fast paced, operational Contact Centre.

If you're passionate about leveraging the cloud to enhance customer interactions, this is your chance to make a massive impact.

What You'll Do:

As an Amazon Connect Engineer, you will be a key driver in shaping the future of our customer service platform. Your work will directly influence our customer and agent experience.

• Design and implement Amazon Connect contact centre features and solutions.

• Collaborate with our Product team to integrate Amazon Connect with other systems and platforms.

• Provide technical support and troubleshooting for Amazon Connect issues.

• Analyse and optimise contact centre performance and efficiency.

• Develop and maintain documentation for Amazon Connect configurations and processes.

• Develop prototypes, demonstrations and assets.

• Maintain public cloud automation tooling and scripting experiences.

• Maintain platform health and compliance.

• Continuously learn and stay up-to-date with the latest AWS features and best practices.

What we’re looking for:

We are looking for a hands-on engineer who thrives in a fast-paced environment and has a proven track record in cloud-based contact centre technology.

• Significant hands-on experience designing, configuring, and deploying solutions within the Amazon Connect platform.

• Proficiency with related AWS services essential for a modern contact centre, including AWS Lambda, Amazon S3, CloudWatch, and IAM.

• Proven experience working with Contact Center as a Service (CCaaS) platforms.

• A strong understanding of contact centre best practices, workflows, and tooling from both a technology and operational perspective.

• Demonstrated experience working in a fast-paced, Agile development environment utilizing modern software engineering practices.

• Problem-solving abilities and clear, effective communication skills to collaborate with technical and non-technical stakeholders.

Where and how you'll work

This is a permanent position, based in our Nottingham Head Office.  

Our hybrid working model offers you the flexibility to work from our offices 3 days a week and two days from home. We're big on collaboration and connection, and so generally encourage our associates to use our offices on Tuesdays, Wednesdays and Thursdays.

Many of our associates have flexible working arrangements, and we're open to talking about an arrangement that works for you.

What’s in it for you

• Bring us all this - and you’ll be well rewarded with a role contributing to the roadmap of an organisation committed to transformation

• We offer high performers strong and diverse career progression, investing heavily in developing great people through our Capital One University training programmes (and appropriate external providers)

• Immediate access to our core benefits including pension scheme, bonus, generous holiday entitlement and private medical insurance – with flexible benefits available including season-ticket loans, cycle to work scheme and enhanced parental leave

• Open-plan workspaces and accessible facilities designed to inspire and support you. Our Nottingham head-office has a fully-serviced gym, subsidised restaurant, mindfulness and music rooms. In London, you can heighten your mood with a run on our rooftop running track or an espresso at the Workshop Coffee café

What you should know about how we recruit

We pride ourselves on hiring the best people, not the same people. Building diverse and inclusive teams is the right thing to do and the smart thing to do. We want to work with top talent: whoever you are, whatever you look like, wherever you come from. We know it’s about what you do, not just what you say. That’s why we make our recruitment process fair and accessible. And we offer benefits that attract people at all ages and stages.

We also partner with organisations including the Women in Finance and Race At Work Charters, Stonewall and upReach to find people from every walk of life and help them thrive with us. We have a whole host of internal networks and support groups you could be involved in, to name a few:

• REACH – Race Equality and Culture Heritage group focuses on representation, retention and engagement for associates from minority ethnic groups and allies

• OutFront – to provide LGBTQ+ support for all associates

• Mind Your Mind – signposting support and promoting positive mental wellbeing for all

• Women in Tech – promoting an inclusive environment in tech

• EmpowHER - network of female associates and allies focusing on developing future leaders, particularly for female talent in our industry