Principal Consultant

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Design and develop contact flows, routing logic, and IVR solutions for Amazon Connect across both voice and digital platforms.

• Create and launch serverless integrations utilizing AWS Lambda, API Gateway, DynamoDB, Kinesis, and CloudFormation/Terraform.

• Integrate Amazon Connect with backend systems such as Pega CRM and internal APIs.

• Implement infrastructure as code to enable repeatable, CI/CD-driven deployments across various environments.

• Assist with country go-live rollouts and configure Amazon Connect to scale from pilot projects to over 80 countries and support more than 40 languages.

• Contribute to workforce management efforts, including forecasting, scheduling, capacity planning, and reporting integrations.

• Engage in sprint ceremonies and provide technical insights for architectural decisions.

• Update project and program managers on progress.

• Develop technical documentation, runbooks, deployment guides, and materials for knowledge transfer.

• Collaborate with client technical teams and business stakeholders during design workshops and solution evaluations.

• Take responsibility for technical delivery within the designated workstream and contribute to the overall program.

⛳️ Requirements

• Bachelor's degree in Computer Science, Engineering, or equivalent professional experience.

• Over 5 years of practical experience in software development or cloud engineering.

• Proven experience in delivering multiple Amazon Connect implementations in enterprise settings, including design, integrations, routing, telephony, and production support.

• Proficient in Python or Node.js with experience in production deployment.

• Familiarity with AWS services such as Lambda, API Gateway, DynamoDB, S3, CloudWatch, IAM, CloudFormation, or Terraform.

• Practical experience with REST API development and integrating contact center platforms with CRM and backend systems.

• Knowledge of CI/CD pipelines, Git, and infrastructure as code.

• Ability to work efficiently within cross-functional Agile teams in a complex enterprise environment.

• Permanent right to work in the United Kingdom; sponsorship is not available.

• Preferred: Experience with Amazon Connect contact flows, Contact Lens, Lex integration, and telephony/number porting.

• Preferred: AWS Solutions Architect Associate or Professional certification.

• Preferred: Experience with WFM solutions, multi-language/multi-country enterprise deployments, AWS Professional Services/system integrators/specialist contact-center consultancies, Pega CRM, or Salesforce Service Cloud Voice, and regulated-environment experience.

🏝️ Benefits

• Eligibility for an annual incentive program.

• Comprehensive medical, dental, and vision benefits.

• Tax-advantaged healthcare accounts.

• Financial and income protection benefits.

• Flexible time off (FTO) policy.

• Wellness time off.

• Opportunities to work with voice, digital, AI, automation, and analytics technologies.

• Collaboration with AWS specialists and enterprise architects.

• Opportunities to deliver customer experience solutions on a global scale.