Amazon Connect Voice Engineer

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

• 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.

• REACH - Race Equality and Culture Heritage group focuses on representation, retention and engagement for associates from minority ethnic groups and allies
• Out Front - to provide LGBTQ+ support for all associates
• Mind Your Mind - signposting support and promoting positive mental wellbeing for all
• Women in Tech - promoting an inclusive environment in tech
• Empow
  
  HER - network of female associates and allies focusing on developing future leaders, particularly for female talent in our industry

• 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.

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. Our hybrid working model offers you the flexibility to work from our offices 3 days a week and two days from home.

We encourage use of office on Tuesdays, Wednesdays and Thursdays.

• 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-serviced gym, subsidised restaurant, mindfulness and music rooms. In London, you can heighten your mood with a run on our rooftop running track or an espresso at the Workshop Coffee café.

We pride ourselves on hiring the best people, not the same people. Building diverse and inclusive teams is the right thing to do and the smart thing to do. We want to work with top talent: whoever you are, whatever you look like, wherever you come from. We know it's about what you do, not just what you say. That's why we make our recruitment process fair and accessible.

And we offer benefits that attract people at all ages and stages.