Amazon Connect Architect | AWS Cloud & IVR Expert

Overview

Be part of something great

Maximus is a global organisation that specialises in providing health and employment services to millions of people every year. Here in the UK we employ around 5,000 people across the country to deliver services that have a profound impact on people’s lives. From assessments and health services to employability programmes and specialist support, we do work that matters with people who care.

We are seeking an Amazon Connect Expert to join the Central IT Division who will play a key role in designing, implementing and maintaining cloud‑based contact centre solutions using Amazon Connect and related AWS services.

Primary responsibilities are IaaS across AWS workflows, customisations, design implementation, administration, support, maintenance, upgrades and platform migrations. Proficient with migrations from Five9 and Liberty Netcall. Good working knowledge of Genesys is a must have.

Working closely with UK & USA stakeholders, including business analysts, developers and operations teams, providing technical support, documenting system configurations, workflows and best practices.

• Design and implement scalable and resilient solutions on Amazon Connect via infrastructure as code, contribute to large‑scale projects, including system upgrades, platform migrations, and feature implementations. Solutions for voice, chat, and task‑based interactions.
• Architect, custom CCP, contact flows, IVRs, routing profiles and agent hierarchies.
• Develop and deploy custom contact flows and automation scripts. Configure call routing, queues, and user permissions. Optimize contact centre operations through data analysis and feedback loops.
• Implement real‑time and historical reporting solutions using AWS analytics tools.
• Integrate Amazon Connect with third‑party CRMs, ticketing systems, and workforce management tools. Customize agent and customer experiences using APIs and SDKs.
• Leverage AI/ML tools (Amazon Lex for chatbots, Amazon Polly for text‑to‑speech) to enhance customer interactions.
• Analyse existing and new voice and data networks (as needed), troubleshoot, maintain, upgrade and identify problem areas and solve issues in a proactive manner. Monitor system performance to ensure high availability, security, and compliance of the contact centre infrastructure.
• Work closely with manager and stakeholders, including business analysts, developers, and operations teams, understand the assigned work, deliver on agreed dates and raise issues/risks in a timely manner in case of risk to project deliverables.
• Provide technical support and training to internal teams and end‑users.
• Document system configurations, workflows, and best practices.
• Provide high‑level operational support acting as escalation point for work stoppages.
• Follow Maximus implementation standards and change control processes, understand business processes and develop unit and integration test scenarios in accordance with system requirements and business process changes.

• Degree in Telecommunication / Computer Engineering / Computer Science, Computer Technology or related discipline or equivalent professional technical experience.
• 4+ years of experience in cloud‑based contact centre solutions (specifically Amazon Connect).
• Expert in AWS services and infrastructure as code.
• Deep understanding of IAM.
• Deep understanding of securing AWS environments.
• Strong scripting or programming skills (e.g., Python, JavaScript).
• Expert with Dev Ops practices and tools (e.g., CI/CD, Cloud Formation, Terraform).
• Familiarity with AWS services:
  Amazon Connect, Dynamo
  
  DB, Lambda, Step Functions, S3, Kinesis (data/video) (Stream/Firehose), Event Bridge, Cloud Watch, Cloud Trail, Cloud Formation, API Gateway, Amazon Lex, and Cloud Front.

• Good technical problem‑solving skills and ability to collaborate in troubleshooting challenging configurations.
• Proactive, methodical and thorough approach to operations management.
• Excellent ability to communicate in both written and oral forms, to technical and non‑technical audiences at all levels of the organisation.
• Ability to work independently to…