Amazon Connect Engineer
Centrica plc24 hours ago
Windsor, CanadaEntry Level
Responsibilities
- Build and maintain Amazon Connect contact flows, routing profiles, and queues across voice, chat, and messaging channels.
- Write and support AWS Lambda integrations connecting the contact centre with CRM, billing, and identity systems.
- Contribute to Terraform infrastructure code and CI/CD pipelines for safe, repeatable production changes.
- Configure and tune Amazon Connect AI capabilities, including Contact Lens and Amazon Q in Connect.
- Build dashboards and alerts, monitor customer journey performance, and investigate anomalies.
- Support production operations, triage incidents, participate in on-call work, and help resolve root causes.
- Participate in code reviews and design discussions and maintain documentation and Architecture Decision Records.
Requirements
- Hands-on Amazon Connect experience or strong AWS engineering experience with a grounding in contact centre technology.
- Working knowledge of AWS Lambda, S3, DynamoDB, and CloudWatch.
- Proficiency in Python and willingness to work with Terraform.
- Understanding of IVR, routing, queueing, and CRM integration concepts.
- Comfort with version control, code review, and CI/CD practices.
- Experience or exposure to Contact Lens, Amazon Q in Connect, or comparable conversational AI tooling.
- Experience with Salesforce, Dynamics, or a comparable CRM.
- Experience supporting production systems, including on-call or incident work.
- Familiarity with Athena, Glue, or QuickSight.
- AWS certification at Foundational or Associate level is preferred.
- Degree in Computer Science, Engineering, or a related technical field, or equivalent industry experience.
- Ability to design, integrate, and operate enterprise AI-enabled solutions, including prompt-driven workflows, retrieval-augmented systems, and AI agents.
- Ability to evaluate, test, monitor, and govern AI outputs and manage data throughout the AI feature lifecycle.
- Strong written and verbal communication, methodical debugging skills, and willingness to ask for help early.
Benefits
- UK-based hybrid work arrangement with occasional travel to site.
- Flexible total rewards designed to support employees and their families financially, physically, and emotionally.
- Mentoring from senior engineers and a clear development path into more complex platform and AI work.
About Centrica plc
Centrica plc supplies gas, electricity, and related services to homes and businesses, primarily in the UK and Ireland, through brands such as British Gas and Bord Gáis Energy. It also trades energy, manages storage and distributed energy assets, and provides home services and connected-home technology. Headquartered in Windsor, Berkshire, the company was created in 1997 from the demerger of British Gas and is listed on the London Stock Exchange.