Amazon Connect Engineer

Join us, be part of more.

We’re so much more than an energy company. We’re a family of brands revolutionising how we power the planet. We're energisers. One team of 21,000 colleagues that’s energising a greener, fairer future by creating an energy system that doesn’t rely on fossil fuels, whilst living our powerful commitment to igniting positive change in our communities. Here, you can find more purpose, more passion, and more potential.

That’s why working here is #MoreThanACareer. We do energy differently - we do it all. We make it, store it, move it, sell it, and mend it.

You will join the Channel Platforms team, which owns Centrica’s contact centre estate across voice, chat and email. We run an AWS native platform built on Amazon Connect, with AI capability delivered through Connect’s native tooling and Amazon Bedrock. Our products include a pay as you go voice assistant, a multi channel customer facing agent across voice, chat and Whats App, and an agentic webchat service.

You will build and support real customer journeys from early on, with mentoring from senior engineers and a clear path into more complex platform and AI work as you grow.

UK-based hybrid role, occasional travel to site.

• Build and maintain contact flows, routing profiles and queues in Amazon Connect across voice, chat and messaging channels.
• Write and support the Lambda functions that connect the contact centre to CRM, billing and identity systems.
• Contribute to our Terraform codebase and CI/CD pipelines, so that changes reach production safely and repeatably.
• Help configure and tune Connect’s native AI capabilities, including Contact Lens and Amazon Q in Connect, under the guidance of senior engineers.
• Build dashboards and alerts so we can see how journeys are performing, and investigate when the numbers move.
• Support the platform in production, triaging issues, working incidents alongside the team and helping fix root causes.
• Take part in code review and design discussion, and contribute to our documentation and Architecture Decision Records.

• Practical, hands on experience with Amazon Connect, or strong AWS engineering experience combined with a genuine grounding in contact centre technology.
• Working knowledge of core AWS services, particularly Lambda, S3, DynamoDB and Cloud Watch.
• Proficiency in Python, and willingness to work in Terraform if you have not already.
• Understanding of contact centre concepts including IVR, routing, queueing and CRM integration.
• Comfort with version control, code review and CI/CD as normal ways of working.
• A methodical approach to debugging, and the confidence to ask for help early rather than late.
• Strong communication skills, both written and verbal.
• Exposure to Contact Lens, Amazon Q in Connect or other conversational AI tooling.
• Experience with Salesforce, Dynamics or a comparable CRM.
• Experience supporting production systems, including on call or incident work.
• Familiarity with analytics tooling such as Athena, Glue or Quick Sight.
• AWS certification at Foundational or Associate level.
• Degree in Computer Science, Engineering or a related technical field, or equivalent industry experience.

• Designs, integrates and operates AI-enabled solutions within enterprise environments, including prompt-driven workflows, retrieval-augmented systems and AI agents.
• Applies structured evaluation, testing and monitoring practices to ensure AI outputs are reliable, secure and compliant with organisational guardrails.
• Prepares and manages data used in AI workflows and takes responsibility for the responsible lifecycle of AI features from experimentation through deployment and…