Amazon Connect Voice Engineer

Nottingham Trent House (95002), United Kingdom, Nottingham, Nottinghamshire

Amazon Connect Voice Engineer

Capital One is on a mission to change banking for good by infusing humanity, ingenuity, and simplicity into every customer experience. We are a leading UK Financial Services provider, recognised for our diverse, inclusive culture and commitment to providing cutting‑edge technology that empowers our teams to learn and grow.

We believe the people we hire are crucial in positively impacting the daily lives of everyone who interacts with us.

Capital One's UK Contact Centre runs solely in the cloud powered by AWS using Amazon Connect. This cutting‑edge platform presents exciting opportunities for us to develop how we interact with our customers via our Voice, IVR and chat channels.

We are expanding our UK Connect Engineering Team and seeking a talented Amazon Connect Engineer with experience in software engineering, as well as a strong understanding of the day‑to‑day workings of a fast‑paced, operational Contact Centre.

If you're passionate about leveraging the cloud to enhance customer interactions, this is your chance to make a massive impact.

As an Amazon Connect Engineer, you will be a key driver in shaping the future of our customer service platform. Your work will directly influence our customer and agent experience.

• Design and implement Amazon Connect contact centre features and solutions.
• Collaborate with our Product team to integrate Amazon Connect with other systems and platforms.
• Provide technical support and troubleshooting for Amazon Connect issues.
• Analyse and optimise contact centre performance and efficiency.
• Develop and maintain documentation for Amazon Connect configurations and processes.
• Develop prototypes, demonstrations and assets.
• Maintain public cloud automation tooling and scripting experiences.
• Maintain platform health and compliance.
• Continuously learn and stay up‑to‑date with the latest AWS features and best practices.

We are looking for a hands‑on engineer who thrives in a fast‑paced environment and has a proven track record in cloud‑based contact centre technology.

• Significant hands‑on experience designing, configuring, and deploying solutions within the Amazon Connect platform.
• Proficiency with related AWS services essential for a modern contact centre, including AWS Lambda, Amazon S3, Cloud Watch, and IAM.
• Proven experience working with Contact Center as a Service (CCaaS) platforms.
• A strong understanding of contact centre best practices, workflows, and tooling from both a technology and operational perspective.
• Demonstrated experience working in a fast‑paced, Agile development environment utilizing modern software engineering practices.
• Problem‑solving abilities and clear, effective communication skills to collaborate with technical and non‑technical stakeholders.

This is a permanent position, based in our Nottingham Head Office.

Our hybrid working model offers you the flexibility to work from our offices 3 days a week and two days from home. We're big on collaboration and connection, and so generally encourage our associates to use our offices on Tuesdays, Wednesdays and Thursdays.

Many of our associates have flexible working arrangements, and we're open to talking about an arrangement that works for you.

• Bring us all this – and you’ll be well rewarded with a role contributing to the roadmap of an organisation committed to transformation.
• We offer high performers strong and diverse career progression, investing heavily in developing great people through our Capital One University training programmes (and appropriate external providers).
• Immediate access to our core benefits including pension scheme, bonus, generous holiday entitlement and private medical insurance – with flexible benefits available including season‑ticket loans, cycle to work scheme and enhanced parental leave.
• Open‑plan work spaces and accessible facilities designed to inspire and support you. Our Nottingham head‑office has a fully‑served gym, subsidised restaurant, mindfulness and music rooms. In London, you can heighten your mood with…