The M-Wek Company
Glasgow, Lanarkshire
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 ).
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 ).