Description

Role Profile: AWS Connect Developer

Duration: 12 Months+

Who We Are:

AND Digital are a tech company focused on accelerating digital delivery and dedicated to closing the digital skills gap. We’ve been helping organisations build better digital products and stronger digital teams since 2014.

We believe our work should always leave a legacy for the client. We do this through close relationships with our offices (or ‘Clubs’) so that our partners are always prioritized by a regional team close to them.

This unique model has driven success for our clients and ourselves, evidenced by our remarkable organic growth since 2014. Today we number more than 1,500 people with Clubs all over the UK and Europe with plans for global expansion in the next couple of years.

Join us - and help us fulfil our mission to close the world’s digital skills gap.

Role Overview

We are seeking an experienced AWS Connect Developer to design, develop, configure, integrate, and support solutions built on Amazon Connect. The role requires strong hands-on experience across contact-centre functionality, customer journeys, Cases, Tasks, Contact Flows, routing, integrations, APIs, and AWS services.

The successful candidate will be comfortable translating business and customer-service requirements into scalable Amazon Connect solutions and working across development, testing, deployment, and production support.

Core AWS Connect Experience

The candidate should have strong practical experience with:

• Amazon Connect architecture, configuration, and administration.
• Contact Flows and modular/reusable flow design.
• Queues, routing profiles, agents, users, security profiles, and hours of operation.
• Contact Centre voice and telephony configuration.
• IVR and self-service customer journeys.
• Inbound and outbound contact handling.
• Customer Profiles and customer data integration.
• Contact Trace Records (CTRs) and contact history.
• Call recording, monitoring, quality management, and reporting.
• Contact Lens and conversational analytics where required.
• Prompts, audio, text-to-speech, and speech recognition.
• Lambda integrations within Contact Flows.
• Amazon Connect APIs and SDKs.
• Event-driven integrations using AWS services.
• Troubleshooting and performance optimisation of Connect solutions.

Amazon Connect Cases

Hands-on experience with Amazon Connect Cases is required or strongly preferred.

The developer should be able to:

• Design case-management journeys around customer interactions.
• Configure case templates, fields, statuses, and workflows.
• Understand the relationship between contacts, customers, and cases.
• Create and update cases through Amazon Connect functionality and APIs.
• Integrate Cases with external CRM, case-management, or customer-service platforms.
• Design Contact Flows that create, retrieve, update, or associate cases where appropriate.
• Support agent workflows involving multiple contacts against a single customer case.
• Implement appropriate permissions and access controls for case information.
• Troubleshoot case creation, retrieval, and integration issues.
• Consider reporting, auditability, and operational requirements when designing case solutions.

Amazon Connect Tasks

Experience with Amazon Connect Tasks should form part of the role.

Responsibilities may include:

• Designing task-based agent workflows.
• Configuring task routing and queues.
• Creating follow-up tasks from customer interactions.
• Using Tasks for asynchronous customer-service activities.
• Integrating Tasks with Lambda, APIs, CRM platforms, and other AWS services.
• Designing workflows where a voice/contact interaction creates subsequent agent work.
• Managing task priorities, expiry, routing, and agent assignment.
• Troubleshooting task-routing and workflow issues.
• Using Tasks alongside Cases to create an end-to-end customer-service journey.

Contact Flows and Customer Journeys

The developer should be highly proficient in Contact Flow development, including:

• Inbound call flows.
• Customer authentication.
• IVR menus.
• Queue and routing logic.
• Customer identification and lookup.
• Case lookup and creation.
• Task creation.
• Agent transfer and escalation.
• Callback functionality.
• Error handling and fallback journeys.
• Business-hours and holiday handling.
• Customer data collection.
• Lambda/API integration.
• Dynamic prompts and attributes.
• Secure handling of customer information.
• Reusable flow modules and maintainable flow architecture.

Testing and Deployment

The developer will be expected to:

• Produce technical designs and implementation documentation.
• Develop solutions in controlled environments.
• Create unit and integration tests.
• Test Contact Flows and integrations end-to-end.
• Support UAT.
• Investigate and resolve defects.
• Deploy changes through appropriate CI/CD processes.
• Maintain version control and release documentation.
• Support production releases and rollback procedures.
  

Essential Experience

• 3+ years of software development/integration experience.
• Strong hands-on Amazon Connect development experience.
• Strong Contact Flow experience.
• Experience with AWS Lambda and AWS APIs.
• Experience with REST/API integrations.
• Experience with Amazon Connect Cases.
• Experience with Amazon Connect Tasks.
• Experience integrating Amazon Connect with external systems.
• Experience troubleshooting production contact-centre environments.
• Understanding of AWS IAM, security, logging, and monitoring.
• Experience with Git and modern development practices.

Equal Opportunities Statement:

At AND Digital we embrace diversity and are committed to equal opportunities. We are actively recruiting for a diverse and inclusive workforce so want to ensure we do everything we can to support your application.

We want you to feel safe and empowered to let us know if you require any adjustments to be made to your application or interview process so please speak to our recruitment team.

AI Statement
We champion tech that helps people work smarter, but we want to get to know you! If you use AI to assist with your application or interview prep, please ensure all information submitted remains an accurate, truthful representation of your personal achievements and capabilities rather than generating false or misleading information. We may reject applications where AI is used inappropriately at any stage of the recruitment process.