AWS Engineer

We're supporting a major programme seeking an experienced AWS Contact Centre Engineer to take ownership of an existing Amazon Connect environment while supporting a transition to a new contact centre platform. This is a hands-on contract role where you will play a critical part in stabilising live services, capturing technical knowledge, and ensuring a smooth platform transition.- Outside IR35 - Hybrid working 1-2 days per month on site - 3 - 6 Month contract The Role (Outside IR35) You will be responsible for maintaining and supporting a live Amazon Connect estate while leading a structured handover. Alongside BAU responsibilities, you will contribute to the transition into a new contact centre platform (CXone), ensuring continuity and a well-documented, supportable environment. Key Responsibilities Provide day-to-day support across Amazon Connect voice, email and chat channels Manage BAU activity, including incidents, defects, backlog and incomplete deliverables Take ownership of the platform through a structured handover and knowledge capture Produce and enhance technical documentation, including: Contact flows / IVR logic Routing and queue configuration Integration architecture Carry out hands-on engineering tasks including: Configuration changes Debugging and issue resolution System optimisation Support transition activity, including: Understanding current AWS configurations Mapping functionality to the target platform Supporting dual-running / coexistence where requiredEssential Skills & Experience Strong hands-on experience with AWS solution development Proven expertise in Amazon Connect, including: Contact flow and IVR development Queue and routing logic Multi-channel configuration (voice, email, chat) Solid experience in system design and architecture Strong troubleshooting and optimisation capability within live environments Experience working with APIs and integration patterns, including troubleshooting orchestration issues Familiarity with Terraform and working with Infrastructure as Code Exposure to LLM / conversational AI / chatbot configurationTechnology EnvironmentAWS Services Amazon Connect AWS Lambda EC2, S3, RDS, DynamoDB CloudWatch API GatewayIntegration & Architecture REST APIs Event-driven architectures Service integration / orchestrationContact Centre IVR / contact flows Routing & queue management Agent configurationAutomation Terraform (Infrastructure as Code)What We're Looking For A hands-on engineer, not just advisory Comfortable taking over partially documented or consultant-built solutions Strong experience balancing: Live service support Defect/backlog resolution Transition delivery Demonstrable expertise in: Technical documentation Knowledge transfer Handover execution Confident communicator across both technical and operational stakeholders What you need to do now If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now. If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career. Hays Specialist Recruitment Limited acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers. By applying for this job you accept the T&C's, Privacy Policy and Disclaimers which can be found at (url removed)