Location: UK-based hybrid role, Occasional travel to site.
Responsibilities
- Design, develop, and maintain software solutions utilizing AWS AI services such as Amazon Lex and Large Language Models (LLMs).
- Collaborate with cross functional teams to integrate AI capabilities into contact centre solutions.
- Write clean, efficient, and maintainable code in TypeScript.
- Implement and advocate for DevOps best practices, including CI/CD pipelines, automated testing, and infrastructure as code.
- Lead and participate in code reviews to ensure code quality and adherence to best practices.
- Troubleshoot and resolve complex technical issues across multiple areas of the software stack.
- Stay up to date with the latest industry trends and technologies to ensure our solutions remain competitive yet sustainable.
Qualifications
- Severe years of experience in contact centre technologies with hands on Amazon Connect implementation.
- Proven delivery of end to end cloud contact centre solutions, including IVR, routing, CTI integration and CRM connectivity.
- Experience operating within production environments handling incidents and optimisation.
- Strong understanding of Amazon Connect architecture, flows, routing profiles and telephony integration.
- Experience integrating with Salesforce or other CRM platforms.
- Knowledge of AWS services such as Lambda, API Gateway, S3 and CloudWatch.
- Ability to design resilient, scalable and secure contact centre solutions.
- Strong stakeholder and operational support capability.
- Degree in Computer Science, Engineering or related technical field, or equivalent industry experience.
- AWS Certified Solutions Architect Associate or Professional.
- Amazon Connect specific accreditation or demonstrable equivalent practical experience.
- Proven experience as a Senior Software Engineer or similar role.
- Strong expertise in AWS services, particularly Amazon Lex and other AI/ML services.
- Proficiency in TypeScript and modern JavaScript frameworks.
- Solid understanding of DevOps methodologies and tools (e.g., CI/CD, Serverless, Monitoring).
- Experience with contact centre technologies and integrations.
- Excellent problem solving skills and the ability to work independently and collaboratively.
- Strong communication skills, both written and verbal.
Core Competencies & Technical Skills (AI and Emerging Technology)
- Designs, integrates and operates AI enabled solutions within enterprise environments, including prompt driven workflows, retrieval augmented systems and AI agents.
- Applies structured evaluation, testing and monitoring practices to ensure AI outputs are reliable, secure and compliant with organisational guardrails.
- Prepares and manages data used in AI workflows and takes responsibility for the responsible lifecycle of AI features from experimentation through deployment and continuous improvement.
- Demonstrates the safe and responsible use of AI tools, with clear knowledge of when AI use is appropriate and strong awareness of accuracy, bias and compliance.
- Designs and reuses prompt templates to support consistent, high quality workflow outputs, and is skilled in using AI to triage, classify and analyse information within Centrica policy guardrails.
- Recognises higher risk scenarios and escalates to governance or security as needed.
- Proficient in enterprise AI copilots, knowledge assistants and AI enhanced productivity tools.
Core Behaviours
- Take Ownership
- Work as One Team
- Develop a Growth Mindset
- Strive to Innovate
- Champion Customers