Lead Infrastructure Engineer (AWS)

We are seeking a hands-on Engineer with deep Amazon Connect and customer experience expertise who can lead a technical workstream while personally delivering the solution. This is a player-coach role, not an advisory-only position. You will work directly with client and partner teams to translate defined scope and business requirements into secure, reliable Amazon Connect solutions, pressure-test design decisions, and own implementation quality through production readiness and cutover.
The successful candidate brings deep Amazon Connect and enterprise CCaaS experience, communicates confidently with clients, and remains productive across contacts flows, integrations, configuration, testing, and troubleshooting. Experience with Bedrock, Amazon Q in Connect, Lex, or other agentic and conversational AI capabilities is valuable, but it is secondary to proven Amazon Connect delivery leadership.

Responsibilities:

• Lead assigned Amazon Connect workstreams while remaining directly involved in configuration, coding, testing, deployment, and production support
• Design and build contact flows, queues, routing profiles, hours of operation, prompts, Lambda backed business logic, data lookups, and integrations with client systems
• Use native Amazon Connect capabilities first and explain the tradeoffs when custom development is justified
• Implement or guide solutions using Connect Cases, Tasks, Customer Profiles, Contact Lens, outbound capabilities, and workforce management integrations when required by project scope.
• Translate client requirements into executable technical plans, clarify assumptions, identify risks, and contribute implementation grounded input to estimates and scope decisions
• Support discovery, design workshops, technical working sessions, demonstrations, and knowledge transfer with client engineering and operations teams
• Guide migration and cutover activities from legacy contact center platforms, including flow conversion, integration validation, parallel testing, operational readiness, and production transition.
• Review code and configuration, uphold delivery standards, mentor engineers, and help resolve complex production issues across Connect and its AWS integrations
• Create clear technical documentation, runbooks, design decisions, and support materials that allow client teams to operate what has been delivered

Must Have :

• Seven or more years of relevant technology delivery experience, including significant hands-on work with enterprise contact center or customer experience platforms
• At least two years of meaningful Amazon Connect implementation experience, with current knowledge of core Connect services and operating patterns
• Demonstrated ownership of complex client delivery as a technical lead, lead engineer, architect who still codes, or senior consultant
• Practical integration experience using AWS Lambda, APIs, IAM, logging, monitoring, and secure access patterns
• Experience shipping and supporting production systems where availability, customer interactions, and operational continuity matter
• Strong troubleshooting discipline across contact flows, telephony behavior, Lambda integrations, permissions, logs, and downstream systems
• Excellent English communication and the ability to explain designs, tradeoffs, risks, and progress to both technical and business stakeholders

Nice to Have:

• Migration experience involving Avaya, Genesys, Cisco, Salesforce, Oracle, or another enterprise contact center platform
• AWS CDK, CloudFormation, or Terraform experience, preferably with repeatable multi environment or multi account deployments
• Python, TypeScript, Node.js, automated testing, CI/CD, GitHub Actions, and CloudWatch dashboards or alarms
• Contact center operations knowledge, including workforce management, quality management, containment, AHT, CSAT, SLA, and outbound compliance
• AWS certifications relevant to solutions architecture, development, machine learning, or Amazon Connect
• Consulting or professional services experience in regulated or large enterprise environments

Interview focus :

• Depth of hands-on Amazon Connect implementation and troubleshooting
• A concrete example of leading a workstream while personally building the solution
• Approach to migrating or modernizing a live enterprise contact center
• Ability to explain an architecture and its tradeoffs to a client
• AI and Bedrock experience should add value to the assessment but should not outweigh a lack of core Connect depth

Working conditions :

• Engagement : Initial six-month contract with a strong likelihood of extension
• Work model : Fully remote, client-facing delivery across multiple European projects
• Working hours: Primarily UK and Central European client hours, with approximately 4–5 hours of daily overlap with the US-based team. Flexibility for occasional early or late meetings during critical periods
• Language: Excellent written and spoken English

Why work with us ?

Our Culture

• Open communication and a focus on psychological safety
• Recognition of achievements and contributions
• Collaboration across multicultural teams
• Less bureaucracy, more focus on results

Hiring Process

• Pre-screen
• Technical Interview
• Manager Interview
• Client Interview
• Pre-offer stage + Reference Check (if requested)
• Official Offer