Amazon Connect Engineer
Posted 19 days ago
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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.
Role Summary
We are seeking an Amazon Connect Engineer to join the Central IT Division they 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 design implementation, administration, support, maintenance, upgrades and platform migrations.
Working closely with UK & USA stakeholders, including business analysts, developers, and operations teams, providing technical support document system configurations, workflows, and best practices.
This role is hybrid/Leicester based role.
Essential Duties & Responsibilities
1. 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.
2. Architect contact flows, IVRs (Interactive Voice Response), routing profiles, and agent hierarchies.
3. 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.
4. Implement real-time and historical reporting solutions using AWS analytics tools.
5. Integrate Amazon Connect with third-party CRMs, ticketing systems, and workforce management tools. Customize agent and customer experiences using APIs and SDKs
6. Leverage AI/ML tools (e.g., Amazon Lex for chatbots, Amazon Polly for text-to-speech) to enhance customer interactions.
7. 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.
8. 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
9. Provide technical support and training to internal teams and end-users.
10. Document system configurations, workflows, and best practices.
11 Provide high-level operational support acting as escalation point for work stoppages
12 Follow Maximus implementation standards and Change control processes, understand business processes and develop unit and integration test scenario in accordance with system requirements and business process changes
Preferred Skills & Qualifications
• Degree in a Telecommunication/Computer Engineering/Computer Science, Computer Technology/or related discipline or equivalent professional technical experience
• 2+ years of experience in cloud-based contact centre solutions (specifically Amazon Connect)
• Proficiency in AWS Services and Infrastructure as code
•Strong scripting or programming skills (e.g., Python, JavaScript).
• Familiarity with DevOps practices and tools (e.g., CI/CD, CloudFormation, Terraform).
•Familiarity with AWS services: Amazon Connect, DynamoDB, Lambda, StepFunction, S3, Kinesis (data/video)(Stream/Firehose), EventBridge, CloudWatch, CloudTrail, CloudFormation, API Gateway, Amazon Lex, and CloudFront
Individual Competencies
• 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 objectives and manage multiple high priority initiatives in parallel
• Customer and user focussed, with the ability to understand and manage stakeholder goals and priorities across multiple Business Divisions
• Flexible and pragmatic attitude, with the ability to work effectively in a fast paced, ambiguous environment
• Excellent influencing of peers, senior executives, customers and partners in delivery of operational priorities and maintaining positive and productive relationships.
EEO Statement
Maximus is committed to developing, maintaining and supporting a culture of diversity, equity and inclusion throughout the recruitment process. We know that feeling included has a dramatic impact on personal well-being and are working to ensure that no job applicant receives less favourable treatment due to any personal characteristic. Advertisements for posts will include sufficiently clear and accurate information to enable potential applicants to assess their own suitability for the post.
We are a Disability Confident Leader, thanks to our commitment to the recruitment, retention and career development of people with disabilities and long-term conditions. The Disability Confident scheme includes a guaranteed interview for any applicant with a disability who meets the minimum requirements for a job. When you complete your job application you will find a question asking you if you would like to apply under the Disability Confident Guaranteed Interview Scheme. If you feel that you have a disability and apply under this scheme, providing that you meet the essential criteria for the job, you will then be invited for an interview. YourGuaranteed Interview application will only be shared with the hiring manager and the local resourcing team. Where reasonable, Maximus will review and consider adjustments for those applicants who express a requirement for them during the recruitment process.
Minimum Salary
£
42,000.00
Maximum Salary
£
47,000.00
Amazon Prime Delivery Driver
Posted today
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Amazon Connect ACGR Lead
Posted 5 days ago
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As an Amazon Connect ACGR Lead, you will make an impact by leading the technical planning and implementation of Amazon Connect Global Resiliency (ACGR) for enterprise contact center solutions. You will be a valued member of the cloud transformation team and work collaboratively with business stakeholders, cross-functional teams, and AWS service experts.
In this role, you will:
· - Lead the technical planning and implementation of Amazon Connect for customer cloud transformations.
· - Develop and maintain technical playbooks for service outages or degradation, and conduct mock failover exercises.
· - Ensure appropriate service quotas for chat and other digital channels.
· - Conduct load testing and validation of ACGR configurations and processes for dual region replication.
· - Utilize AWS services such as Lambda, API Gateway, and CloudWatch for monitoring and automation.
Work model:
We strive to provide flexibility wherever possible. Based on this role's business requirements, this is a remote position open to qualified applicants in the United States. Regardless of your working arrangement, we are here to support a healthy work-life balance though our various wellbeing programs.
What you need to have to be considered:
· - Extensive experience with Amazon Connect and its architecture.
· - Strong understanding of AWS services including Lambda, API Gateway, and CloudWatch.
· - Proven ability to lead technical planning and implementation for cloud transformations.
· - Experience in developing disaster recovery playbooks and conducting failover exercises.
· - Expertise in load testing and validating dual region replication configurations.
These will help you stand out:
Technical Planning and Implementation: Lead the technical planning and implementation of Amazon Connect for customer cloud transformations.
Disaster Recovery: Develop and maintain technical playbooks outlining steps for service outages or degradation, and conduct mock failover exercises to test readiness
Service Quotas: Ensure appropriate service quotas for chat and other digital channels
Load Testing: Conduct load testing and validation of ACGR configurations and processes for dual region replication
Collaboration: Work closely with business stakeholders to gather requirements and design solutions
Monitoring and Automation: Utilize AWS services such as Lambda, API Gateway, and CloudWatch for monitoring and automation.
Applications will be accepted until Aug 30, 2025.
The annual salary for this position is between $80,000 - $140,000 depending on experience and other qualifications of the successful candidate.
**Benefits:**
· Cognizant offers the following benefits for this position, subject to applicable eligibility requirements:
· Medical/Dental/Vision/Life Insurance
· Paid holidays plus Paid Time Off
· 401(k) plan and contributions
· Long-term/Short-term Disability
· Paid Parental Leave
· Employee Stock Purchase Plan.
**Disclaimer:** The salary, other compensation, and benefits information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.
#LI-SS2
Cognizant is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.
Amazon Customer Service - United States - Work From Home
Posted today
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Amazon Warehouse - Shopper Team Member
Posted today
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Customer Service Supervisor
Posted today
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SHIFT HOURS: 8-4:30
Responsible for supporting Customer Support Services to ensure customers are satisfied and staff meets business needs and expectations. Directs and supervises staff responsible for resolving processing issues, managing COD processing status, analyzing data and outreach for batch processing issues and more. Ensures staff has the utmost focus on customer satisfaction and adherence to established Service Level Agreements (SLAs).
- Supervises and monitors day-to-day activities of Customer Service Support Services to ensure all matters adhere to the established Service Level Agreements (SLAs).
- Develops and maintains advanced customer service knowledge and skills. Aids in the development or improvement of these skills for supervised staff on a continuous basis.
- Responsible for setting priorities and coordinating activities that align with set objectives and goals.
- The SIS is responsible for daily supervision of agents, QA on all access channels, and performance feedback and coaching.
- Responsibilities:
- Monitor agent interactions and provide performance feedback and coaching.
- Work with Quality Coordinator on quality assurance plans, outcomes, performance results, and coaching.
- Performing QA on all access channels (interpreting quality standards, calibrating with other Supervisors and the Government).
- Track, analyze, and report performance results to agents and CC management.
- Provide real time support in the CC, assisting agents with questions, problems, resource retrieval, and escalated inquiries.
- Train agents on CC operations or other areas as directed by the CCM.
Minimum Qualifications:
- Candidates must have an Associates degree or additional experience in lieu of degree
- Two or more years experience serving as an agent at the respective skill level, or one or more years of experience supervising agents at the respective skill level.
- Excellent oral, written and interpersonal communications skills.
- Strong organizational skills.
- Experience in quality monitoring, evaluation, and performance management and coaching.
- Experience in monitoring contact center activities (volume, staffing, CSAT data, and KPIs).
- Must be positive and self-motivated with the ability to change priorities on demand.
Customer Service Associate
Posted today
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As a Roses/Roses Express Customer Service Associate you will be responsible for providing excellent customer service to our customers. Key priorities include greeting customers, assisting them with selection of merchandise, completing transactions, and answering questions regarding the store and merchandise. Other duties may include unloading trucks, processing freight, recovering merchandise and stocking shelves.
Duties and responsibilities include:
Provides customer engagement in positive and approachable manner.
Assists in maintaining a clean, well-stocked store for customers during their shopping experience.
Helps in the unloading of merchandise from delivery trucks, organizes merchandise, and transports merchandise from stockroom to sales floor.
Independently stocks shelves and recovers merchandise in the store.
Accurately handles customer funds and processes transactions using the POS system.
Remains constantly aware of customer activity to ensure a safe and secure shopping environment.
Performs all other duties as assigned in order to maintain an effective and profitable store operation.
Position requirements include:
Education: Prefer completion of high school or equivalent. Ability to follow directives and interpret retail operational documents as assigned.
Experience: Prefer experience working in retail, hotel, restaurant, grocery or drug store environments.
Physical requirements include:
Ability to regularly lift up to 40lbs. (and occasionally, up to 55 lbs.) from floor level to above shoulder height; must be able to meet demands of frequent walking, standing, stooping, kneeling, climbing, pushing, pulling and repetitive lifting, with or without reasonable accommodation.
Availability: Ability to work flexible, full-time schedule or part-time to include days, evenings, weekends and holidays.
Skills and competencies include:
Customer Focus, Developing Potential, Results Driven, Strong Organizational Skills, Communication Skills, Problem Solving/Decision Making, Job Knowledge and Relationship Management.
Working conditions include:
Retail store environment where extended periods of standing are required.
Retail store stockroom environment subject to fluctuations in temperature.
Frequent lifting and maneuvering of merchandise and displays.
Exposure to dust and extreme temperatures while unloading trailers.
Scheduled work hours may vary, to include evenings and weekends.
Occasional use of ladders required.
Equal Opportunity Employer
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