AWS Contact Centre Engineer

Purpose;

The AWS Connect Engineer will be responsible for the design, administration, maintenance, optimisation, and continuous improvement of the Amazon Connect platform and associated contact centre technologies across the organisation.

This role serves as the primary technical point of contact for Amazon Connect, ensuring platform stability, operational excellence, and seamless integration with enterprise applications including Dynamics 365 Customer Service, Omnichannel, telephony providers, workforce management systems, and reporting platforms.

The AWS Connect Engineer will work closely with business stakeholders, customer service teams, vendors, and technology teams to deliver scalable, secure, and resilient customer engagement solutions. This is a hands-on role suited to a proactive problem-solver who can translate business requirements into effective contact centre and customer experience solutions.

Responsibilities;

• Administer, configure, maintain, and optimise the Amazon Connect environment, including routing profiles, queues, contact flows, agent experiences, telephony configurations, and security settings.

• Serve as the primary technical point of contact for Amazon Connect support, troubleshooting platform issues and resolving complex user and integration incidents.

• Design, develop, and maintain integrations between Amazon Connect and Dynamics 365 Customer Service, Omnichannel, Customer Insights, and related Microsoft technologies.

• Manage and maintain AWS services supporting Amazon Connect, including Lambda, API Gateway, S3, CloudWatch, EventBridge, DynamoDB, Secrets Manager, IAM, and Kinesis.

• Design and implement customer interaction workflows including voice, chat, callbacks, task routing, IVR self-service, and AI-powered automation capabilities.

• Monitor platform performance, contact centre metrics, telephony health, and integration processing to ensure optimal service delivery and customer experience.

Qualifications;

• AWS Certified Solutions Architect, AWS Certified Developer, AWS Certified SysOps Administrator, or Amazon Connect specialty certifications (desirable).

• Relevant tertiary qualification in Information Technology, Computer Science, Engineering, or related discipline.

• ITIL Foundation certification (desirable)

Experience;

• Proven experience administering and supporting Amazon Connect environments in enterprise organisations.

• Strong experience designing and maintaining integrations between Amazon Connect and Dynamics 365 Customer Service / Omnichannel.

• Experience with AWS Lambda, API Gateway, EventBridge, CloudWatch, S3, DynamoDB, IAM, and Secrets Manager.

• Experience implementing IVR solutions, intelligent call routing, voice bots, chatbots, and customer self-service capabilities.

• Strong knowledge of contact centre operations, telephony concepts, SIP, routing strategies, and customer experience platforms.

• Experience integrating with third-party systems using REST APIs, web services, event-driven architectures, and middleware platforms.

• Experience with AWS Contact Lens, analytics, speech insights, and reporting solutions.

• Proven experience supporting production incidents, troubleshooting complex platform issues, and performing root cause analysis.

Employee Benefits

We have a long list of benefits to suit your needs. On the clock, and off it. Here are a few favourites.

• Birthday leave: Enjoy a day off on your birthday, because you deserve it.

• Health and wellbeing leave: Take some well-deserved ‘me’ time, because your health comes first.

• Volunteering day: Make an impact with a day dedicated to giving back to the causes you care about.

• $500 ergonomic equipment reimbursement: Invest in comfort and productivity with support tailored to your work setup.

• Recruitment referral program: We want to find and hire the best talent in the market, and we want to reward you with a payment of up to $5,000 for helping us identify and personally endorse high-calibre candidates you believe would be a great fit to come and work for us.

• Employee rate program: When you’re part of the Angle Auto Finance team, you’ll gain access to our best auto finance rates with your next car purchase—just another way we’ve got your back.

• Paid parental leave: Be there for life’s most important moments with time to support your growing family.

• SPARK: The employee benefits program that gives you everything from discounts to wellbeing support.

• Purchased annual leave: Gain extra flexibility by purchasing additional leave.

• Diversity flex leave: Our people have the flexibility to observe culturally significant days by choosing an alternate day that better aligns with their cultural values.

We'd love to hear from you

Select the 'Apply' button above to send your resume through to the Talent Acquisition team.

Angle Auto Finance is committed to attracting, retaining and strengthening the performance of a diverse, equitable and inclusive workforce. It is our commitment to ensure equal employment opportunities without discrimination or exclusion on the basis of cultural heritage, colour, religion, citizenship status, age, sex, sexual orientation, gender identity, or expression, marital or domestic/civil partnership status, disability, veteran status, genetic information or any other basis protected by law.