Amazon Customer Connect & Service Platform Specialist

Overview

In this role you will administer and enhance the Amazon Customer Connect platform and related service portals to support global, service-driven operations. You will collaborate with cross-functional teams to improve customer journeys, agent productivity and operational efficiency through configuration, automation and AI-assisted development. The role focuses on reliability, security and continuous improvement of enterprise contact technologies. You will shape platform direction by working with stakeholders and adopting emerging technologies.

Pay / Benefits

• Hybrid and flexible working
• Private healthcare
• Car Salary Sacrifice and Cycle to Work schemes
• Free Shares and Life Assurance
• 15% discount on Ocado.com shopping
• Company Shop discounts up to 70% on brands

Responsibilities

• Administer and support the Amazon Connect platform and associated service apps
• Configure contact flows, queues, routing profiles, users and permissions
• Maintain and enhance web portals used by Service Assurance and customers
• Develop, test and deploy platform enhancements and automation
• Work with Angular applications to add functionality and improve UX
• Utilize AI-assisted tools to analyze code, generate docs and improve quality
• Integrate Amazon Connect with Jira Service Management and other enterprise systems via APIs
• Monitor platform health and coordinate issue resolution with internal teams and suppliers
• Manage changes through governance, testing and change management
• Produce technical documentation and operational procedures
• Provide technical guidance to operations adopting new platform capabilities
• Identify opportunities to improve customer journeys and processes via AI and automation
• Stay updated on Amazon Connect, AWS services and contact centre tech and suggest value-driving improvements

Key requirements

• Hands-on experience administering Amazon Customer Connect in an enterprise environment
• Experience configuring contact flows, queues, routing profiles, users, permissions and contact centre operations
• Experience supporting cloud-based CCaaS platforms
• Experience with AWS services supporting Amazon Connect
• Experience maintaining and enhancing web-based applications
• Experience using AI-assisted development tools for code analysis, testing and documentation
• Strong analytical and troubleshooting skills
• Experience in structured service management environments
• Excellent communication and stakeholder management
• Proactive approach to continual improvement and operational excellence

• communication
• stakeholder management
• proactive improvement
• Amazon Connect administration
• AWS (cloud services)
• Angular and TypeScript (Desirable)

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