Lead Engineer

• Significant experience designing, building and operating Amazon Connect or a comparable cloud contact-centre platform in a complex, regulated environment
• Deep hands-on knowledge of contact flows, queues, routing, telephony, recording and contact-centre operations across voice and digital channels
• Strong AWS integration experience, including services such as Lambda, API Gateway, EventBridge, Kinesis, DynamoDB, S3, CloudWatch and IAM
• Practical expertise in Terraform or AWS Cloud Development Kit, CI/CD, automated testing and software engineering or scripting
• Sound understanding of cloud security, identity, networking, encryption, data protection, observability, operational resilience and FinOps
• Ability to lead technical decisions, communicate trade-offs clearly, mentor engineers and collaborate across technology, operations and third-party teams

Salary and benefits: from £75,000 (dependant upon experience) plus an indicative bonus range of 16-32%, private medical cover, 38 days annual leave, excellent pension, 12x salary life assurance, career breaks, income protection, 3x volunteering days and much more.

This is a senior, hands-on engineering role responsible for shaping and evolving the Amazon Connect platform capabilities that underpin customer contact services across Pensions & Savings. You will lead technical design and delivery across contact routing, telephony, digital channels, workforce and quality capabilities, integrations, automation and operational tooling. You will create secure, resilient and reusable platform services, drive high-quality engineering, resolve complex technical challenges and mentor engineers. Working with contact-centre product teams, architecture, security, risk, operations and enterprise technology colleagues, you will ensure the platform balances customer and colleague experience, regulatory obligations, resilience, change velocity and cost.

• Lead the design, build and evolution of secure, scalable and reusable Amazon Connect platform services across voice and digital channels
• Engineer integrations with CRM, identity, data, payment, case-management and workforce systems using AWS services, APIs and event-driven patterns
• Create reusable infrastructure-as-code, automated provisioning, testing and CI/CD patterns using Terraform, AWS Cloud Development Kit and GitHub
• Embed security, compliance, resilience, observability and cost control into platform design, delivery and live-service operations
• Resolve complex routing, integration and telephony issues, lead technical decisions and support safe migration from legacy contact-centre services
• Partner with product, operations, architecture, security and risk teams, while mentoring engineers through review, pairing, documentation and knowledge sharing

Location: Hybrid: can be based at any of our UK offices Birmingham, London, Telford, Edinburgh with time spent working in the office and at home

Flexible working: All roles are open to part-time, job-share and other types of flexibility. We will discuss what is important to you and balancing this with business requirements during the recruitment process. You can

Job Type: Permanent

Closing Date: 15th October

• A secure, resilient and scalable Amazon Connect platform that meets agreed availability, voice-quality, performance and compliance expectations
• Reliable customer journeys with effective routing, clear operational insight and measurable improvements in contact outcomes
• Faster, safer and more repeatable platform change through infrastructure as code, automated testing, CI/CD and robust release controls
• Effective adoption of reusable Amazon Connect capabilities, with reduced delivery friction for product and operations teams
• Improved operational outcomes through proactive observability, service ownership, rapid incident recovery and reduction of recurring faults
• Transparent and optimised Amazon Connect and AWS consumption, balancing customer value, performance and cost
• Stronger platform engineering capability through technical leadership, mentoring, documentation and knowledge sharing