Amazon Connect Engineer

Salary: £60,000 - 100,000 per year

Requirements:

• Practical, hands-on experience with Amazon Connect, or strong AWS engineering experience combined with genuine grounding in contact centre technology.
• Working knowledge of core AWS services, particularly Lambda, S3, DynamoDB and CloudWatch.
• Proficiency in Python, and willingness to work in Terraform if not already experienced.
• 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 written and verbal communication skills.
• 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 QuickSight.
• AWS certification at Foundational or Associate level.
• Degree in Computer Science, Engineering or a related technical field, or equivalent industry experience.
• Experience with AI-enabled solutions, including prompt-driven workflows, retrieval-augmented systems and AI agents.
• Experience applying structured evaluation, testing and monitoring practices to AI outputs.
• Experience preparing and managing data used in AI workflows.
• Understanding of the responsible lifecycle of AI features from experimentation through deployment and continuous improvement.
• Awareness of safe and responsible AI use, including accuracy, bias and compliance considerations.
• Ability to design and reuse prompt templates to support consistent workflow outputs.
• Experience using AI to triage, classify and analyse information within policy guardrails.
• Ability to recognise higher-risk scenarios and escalate to governance or security as needed.
• Proficiency in enterprise AI copilots, knowledge assistants and AI-enhanced productivity tools.

Responsibilities:

• Build and maintain contact flows, routing profiles and queues in Amazon Connect across voice, chat and messaging channels.
• Write and support Lambda functions that connect the contact centre to CRM, billing and identity systems.
• Contribute to Terraform codebase and CI/CD pipelines so changes reach production safely and repeatably.
• Help configure and tune Connects native AI capabilities, including Contact Lens and Amazon Q in Connect, under guidance from senior engineers.
• Build dashboards and alerts so we can see how journeys are performing, and investigate when 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.
• Contribute to documentation and Architecture Decision Records.

Technologies:

• AI
• AI Agents
• AWS
• Lambda
• CI/CD
• CloudWatch
• CRM
• Support
• Python
• Salesforce
• Security
• Terraform
• Cloud

More:

We are Centrica, a family of brands revolutionising how we power the planet. We are energisers working as one team of 21,000 colleagues to help create a greener, fairer future by building an energy system that does not rely on fossil fuels and by driving positive change in our communities. Our Channel Platforms team owns our contact centre estate across voice, chat and email, and we run an AWS native platform built on Amazon Connect with AI capability delivered through Connects 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 WhatsApp, and an agentic webchat service. This is a UK-based hybrid role with occasional travel to site, offering early opportunities to build and support real customer journeys with mentoring from senior engineers and a clear path into more complex platform and AI work as you grow. We also offer total rewards designed to give flexibility and support for you and your family financially, physically and emotionally.

last updated 39 week of 2026