Amazon Customer Connect & Service Platform Specialist

About the role

Platform ownership and transition

• Complete the technical handover, absorb knowledge, take over access, and confirm each component is understood, documented, and operational.
• Administer, configure, and support Amazon Customer Connect, Cases and tasks, Agent Workspace, and custom customer and agent portals.
• Configure contact flows, queues, routing profiles, case templates and fields, users, security profiles, and workflows.
• Manage AWS sandbox, development, SIT, and production environments, including deployment pipelines, IAM, quotas, monitoring, alerting, and controlled changes.

Development, integrations, and data

• Build internal capability to maintain and develop portal and integration code, build and release processes, and documentation using AI-assisted tools.
• Design, document, and support API, event, and webhook integrations, including JSON payloads, field mappings, and case schemas.
• Manage user and partner onboarding, SSO through Microsoft Entra ID, joiner/mover/leaver processes, and partner data separation.
• Support case-event data flows through Amazon Kinesis into Google Cloud and BigQuery, resolving data gaps affecting operational reporting.

Service and stakeholder support

• Monitor platform health, triage defects and requests, resolve issues, support major incident communications, and flag technical handover risks.
• Work with the delivery partner on walkthroughs, change requests, deliverable reviews, and transition of support.
• Manage changes through governance and runbooks, guide operational teams adopting capabilities, and shape the roadmap around AI, automation, resilience, and AWS features.

Required experience and skills

• Experience configuring contact flows, queues, routing profiles, users, security profiles, and permissions.
• Hands-on AWS experience supporting Amazon Connect, including services such as IAM, Lambda, Kinesis, EventBridge, S3, and CloudWatch.
• Experience with APIs, webhooks, JSON payloads, identity and access management, SSO, and role-based access.
• Experience maintaining web applications and learning unfamiliar codebases; experience taking a platform through third-party handover and knowledge transfer.
• Experience using AI-assisted development tools for code analysis, development, testing, or documentation.
• Analytical troubleshooting, structured service management, supplier management against support agreements, communication, and stakeholder management.

Desirable experience

• AWS certifications or relevant cloud experience; Infrastructure as Code and CI/CD; Amazon Connect Agent Workspace, Cases, and tasks customization.
• Multi-tenant or B2B support platforms, event-driven design, reporting and analytics, JavaScript or TypeScript, telephony, and AI-enabled customer service experience are beneficial.

Workplace

• Hybrid and flexible working is offered.

Benefits

• Benefits include private healthcare, salary-sacrifice and cycle-to-work schemes, free shares, life assurance, shopping and leisure discounts, enhanced leave and pension, and an employee assistance programme.

About Ocado Group