Location: Edinburgh (Preferred) — Hybrid (2 to 3 days)

Duration: 6-12 months

The Role

• Translate business requirements into technical AWS Connect contact centre solutions
• Design complex IVR workflows, dynamic routing, skill-based queues, and agent hierarchies
• Configure routing profiles, hours of operation, fallback & failover strategies
• Develop and configure contact flows, routing logic, and agent experiences
• Build backend integrations using AWS Lambda, API Gateway, S3
• Integrate Amazon Connect with CRM systems (Salesforce/ServiceNow), external APIs, and enterprise platforms
• Lead migration from legacy platforms (e.g., Avaya) to Amazon Connect
• Optimize call routing performance, system resilience, and availability
• Support production releases, testing, and stabilization phases

Your Profile

Essential skills/knowledge/experience: (Up ...