Hays Specialist Recruitment Limited
We're supporting a major programme seeking an experienced AWS Contact Centre Engineer to take ownership of an existing Amazon Connect environment while supporting a transition to a new contact centre platform.
This is a hands-on contract role where you will play a critical part in stabilising live services, capturing technical knowledge, and ensuring a smooth platform transition.- Outside IR35
– Hybrid working 1-2 days per month on site
– 3 – 6 Month contract
The Role (Outside IR35)
You will be responsible for maintaining and supporting a live Amazon Connect estate while leading a structured handover. Alongside BAU responsibilities, you will contribute to the transition into a new contact centre platform (CXone), ensuring continuity and a well-documented, supportable environment.
Key Responsibilities
- Provide day-to-day support across Amazon Connect voice, email and chat channels
- Manage BAU activity, including incidents, defects, backlog and incomplete deliverables
- Take ownership of the platform through a structured handover and knowledge capture
- Produce and enhance technical documentation, including:
- Contact flows / IVR logic
- Routing and queue configuration
- Integration architecture
- Carry out hands-on engineering tasks including:
- Configuration changes
- Debugging and issue resolution
- System optimisation
- Support transition activity, including:
- Understanding current AWS configurations
- Mapping functionality to the target platform
- Supporting dual-running / coexistence where required
Essential Skills & Experience
- Strong hands-on experience with AWS solution development
- Proven expertise in Amazon Connect, including:
- Contact flow and IVR development
- Queue and routing logic
- Multi-channel configuration (voice, email, chat)
- Solid experience in system design and architecture
- Strong troubleshooting and optimisation capability within live environments
- Experience working with APIs and integration patterns, including troubleshooting orchestration issues
- Familiarity with Terraform and working with Infrastructure as Code
- Exposure to LLM / conversational AI / chatbot configuration
Technology EnvironmentAWS Services
- Amazon Connect
- AWS Lambda
- EC2, S3, RDS, DynamoDB
- CloudWatch
- API Gateway
Integration & Architecture
- REST APIs
- Event-driven architectures
- Service integration / orchestration
Contact Centre
- IVR / contact flows
- Routing & queue management
- Agent configuration
Automation
- Terraform (Infrastructure as Code)
What We're Looking For
- A hands-on engineer, not just advisory
- Comfortable taking over partially documented or consultant-built solutions
- Strong experience balancing:
- Live service support
- Defect/backlog resolution
- Transition delivery
- Demonstrable expertise in:
- Technical documentation
- Knowledge transfer
- Handover execution
- Confident communicator across both technical and operational stakeholders
What you need to do now
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.
If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.
Hays Specialist Recruitment Limited acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers. By applying for this job you accept the T&C's, Privacy Policy and Disclaimers which can be found at hays.co.uk
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