Job Specification: Amazon Connect Engineer/Architect (Glasgow)

Job Title: Amazon Connect Engineer/Architect
Location: Glasgow, Scotland
Employment Type: Full-Time/Contract/Permanent
Department: IT/Cloud Solutions
Reports to: Head of Cloud Infrastructure or CTO
Salary: Competitive, based on experience
Industry: Telecommunications, Cloud Solutions, Contact Centre Technologies

Role Overview:

The Amazon Connect Engineer/Architect will be responsible for the design, implementation, and management of Amazon Connect infrastructure to enhance customer service delivery. As a specialist in Amazon Connect, you will lead the development and integration of cloud-based contact centre solutions, ensuring scalable, efficient, and robust systems are deployed. This role requires an in-depth understanding of Amazon Web Services (AWS) technologies, VoIP systems, and customer experience optimization.

Key Responsibilities:

Solution Design & Architecture:
- Design scalable, reliable, and cost-effective Amazon Connect solutions.
- Develop architectural blueprints for contact centre solutions, leveraging Amazon Connect and associated AWS services (Lambda, Lex, Polly, etc.).
- Design IVR flows, call routing, and contact centre infrastructure for enterprise clients.
- Integrate third-party systems (CRMs, ERPs, etc.) with Amazon Connect.
Implementation & Configuration:
- Implement and configure Amazon Connect services, including telephony and omnichannel features (voice, chat, email, etc.).
- Set up and configure AWS Lambda, DynamoDB, S3, CloudWatch, and other necessary AWS services to support Amazon Connect environments.
- Design, configure, and deploy IVR (Interactive Voice Response) systems, skill-based routing, and agent performance monitoring systems.
Maintenance & Optimization:
- Continuously monitor and optimize the performance of Amazon Connect environments.
- Provide ongoing support and troubleshooting for cloud contact centre solutions, including handling integration issues and telephony failures.
- Maintain high availability, data integrity, and security compliance.
Automation & Development:
- Develop scripts and automation tools to streamline and enhance the efficiency of the Amazon Connect setup (eg, automated call routing, self-service options).
- Utilize AWS Lambda and other serverless architectures to automate workflows and event-driven processes.
- Build and implement AI-driven functionalities using AWS Lex and Polly for chatbot and voice bot solutions.
Collaboration & Support:
- Work closely with software engineers, IT teams, and client stakeholders to deliver customized solutions.
- Provide technical leadership and guidance to junior engineers and support staff.
- Interface with clients to gather requirements and provide regular updates on project progress.

Skills and Experience:

Essential:
- Proven experience (3-5+ years) as an engineer or architect specializing in Amazon Connect and AWS Cloud Technologies.
- Hands-on experience in configuring and deploying Amazon Connect instances, including IVR flows, call routing, and telephony systems.
- Proficiency with AWS services: Lambda, S3, DynamoDB, CloudFormation, IAM, API Gateway, SNS/SQS.
- Strong experience with VoIP technologies and telephony protocols (SIP, RTP, etc.).
- Knowledge of AWS Contact Center Intelligence services like Lex, Polly, and Kinesis.
- Familiarity with serverless computing and automation tools for building CI/CD pipelines in AWS.
- Experience with REST APIs and integrations with CRMs (eg, Salesforce, HubSpot).
- Strong understanding of data security, compliance (eg, GDPR), and high-availability architectures.
Desirable:
- AWS Certified Solutions Architect or AWS Certified Developer - Associate or Professional level.
- Experience with AWS Connect integrations with third-party platforms like Twilio, Zendesk, or ServiceNow.
- Experience in using reporting and analytics tools (eg, Amazon QuickSight or AWS CloudWatch for insights on call metrics).
- Familiarity with DevOps practices, including CI/CD, infrastructure as code (IaC), and containerization (eg, Docker, Kubernetes).

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