Amazon Connect Engineer

Are you passionate about building seamless, intuitive contact centre experiences using AWS and Amazon Connect? We're looking for an Amazon Connect Engineer to join our development team, playing a pivotal role in shaping the customer and colleague journey through innovative voice and digital channels.

Our Contact Centre has recently migrated from Cisco to Amazon Connect, and we're now scaling our capability to deliver smarter, automated, and more efficient service solutions. If you're ready to take ownership of intelligent interfaces and enjoy hands-on cloud engineering, this role is for you.

What You’ll Be Doing:

• Building and customising contact flows, queues, and routing profiles in Amazon Connect.
• Developing conversational interfaces with Amazon Lex for voice and digital support.
• Integrating Amazon Connect with AWS services (Lambda, Lex, DynamoDB, S3, API Gateway, etc.).
• Ensuring safe and efficient delivery of solutions using CI/CD and Infrastructure as Code (Terraform, CloudFormation).
• Monitoring and troubleshooting using tools like Amazon CloudWatch and Dynatrace.
• Supporting real-time and historical insights through tools like Contact Lens.
• Collaborating with developers, testers, tech leads, and product teams to deliver impactful changes.

The UK’s fastest broadband network. The nation’s best-loved mobile brand. And, one of the UK's biggest companies too.

Diverse, high performing teams - jam packed with serious talent. Together, we offer the UK more choice and better value, through our boundary-pushing, customer-championing values and ambitions.

Together, we are Virgin Media O2, and we can't wait to see what you can do.

Accessible, inclusive and equitable for all

Virgin Media O2 is an equal opportunities employer and we're working hard to remove bias and barriers for our people and candidates. So, we build equity and inclusion into everything we do, from the policies we craft to the relationships we shape. We support and encourage you to be your authentic self throughout your application journey with us.

In order to be considered, you must have the following experience;

• Hands-on experience with Amazon Connect and Lex, including contact flow development.
• Strong integration experience with AWS Lambda and 3rd-party services.
• Proficiency in JavaScript, TypeScript, Node.js, or Python.
• Working knowledge of core AWS services (IAM, KMS, VPC, Serverless).
• Experience with CI/CD, Infrastructure as Code (Terraform/CloudFormation), and Git-based version control.

We'd also love you to bring;

• Exposure to WebRTC technologies for real-time voice/video communication.
• Experience working with conversational analytics and ETL pipelines.
• Familiarity with GenAI-powered contact centre tools like intelligent bots and agent assist.

Our goal is to celebrate our people, their lives and everything in-between. We aim to create a culture that empowers everyone to bring the best versions of themselves to work each and every day. We believe the most inclusive and diverse culture makes for a better business and a brighter world.

Working at Virgin Media O2, you get a bumper reward package bursting with benefits, and loads of extras you can add if you’d like to. These are designed to support both you and your loved ones, making sure that you’re covered no matter what life throws your way.

If we feel like a place where you can belong, we'd love to learn more about you as a person and your experience to date. Once you've submitted an application the next steps of the process, if successful, are likely to include an initial screening call with the recruiter followed by an assessment and interview with the Hiring Manager.

When you apply, you'll be asked about any adjustments you might need to support the recruitment process. Let us know, and we'll be sure to discuss it with you.

Please note: Applications will be reviewed, and interviews conducted throughout the duration of this advert, therefore we may bring the closing date forward. We encourage all interested applicants to apply as soon as possible. If you’re offered a job with us, it will be conditional, based on the passing of background checks. All roles require a criminal record check and some roles need a financial probity check. Your recruiter can provide you with more information if needed.

Thanks for your patience and for showing an interest in joining the Virgin Media O2 family.