Amazon Connect Engineer

Join us, be part of more. 

We’re so much more than an energy company. We’re a family of brands revolutionising how we power the planet. We're energisers. One team of 21,000 colleagues that's energising a greener, fairer future by creating an energy system that doesn’t rely on fossil fuels, whilst living our powerful commitment to igniting positive change in our communities. Here, you can find more purpose, more passion, and more potential. That’s why working here is #MoreThanACareer. We do energy differently - we do it all. We make it, store it, move it, sell it, and mend it. 

An opportunity to play your part. You will join the Channel Platforms team, which owns Centrica’s contact centre estate across voice, chat and email. We run an AWS native platform built on Amazon Connect, with AI capability delivered through Connect’s native tooling and Amazon Bedrock. Our products include a pay as you go voice assistant, a multi channel customer facing agent across voice, chat and WhatsApp, and an agentic webchat service.

You will build and support real customer journeys from early on, with mentoring from senior engineers and a clear path into more complex platform and AI work as you grow.

Location: UK-based hybrid role, occasional travel to site.

The Day to Day

• Build and maintain contact flows, routing profiles and queues in Amazon Connect across voice, chat and messaging channels.
• Write and support the Lambda functions that connect the contact centre to CRM, billing and identity systems.
• Contribute to our Terraform codebase and CI/CD pipelines, so that changes reach production safely and repeatably.
• Help configure and tune Connect’s native AI capabilities, including Contact Lens and Amazon Q in Connect, under the guidance of senior engineers.
• Build dashboards and alerts so we can see how journeys are performing, and investigate when the numbers move.
• Support the platform in production, triaging issues, working incidents alongside the team and helping fix root causes.
• Take part in code review and design discussion, and contribute to our documentation and Architecture Decision Records.

What we need from you

• Practical, hands on experience with Amazon Connect, or strong AWS engineering experience combined with a genuine grounding in contact centre technology.
• Working knowledge of core AWS services, particularly Lambda, S3, DynamoDB and CloudWatch.
• Proficiency in Python, and willingness to work in Terraform if you have not already.
• Understanding of contact centre concepts including IVR, routing, queueing and CRM integration.
• Comfort with version control, code review and CI/CD as normal ways of working.
• A methodical approach to debugging, and the confidence to ask for help early rather than late.
• Strong communication skills, both written and verbal.
• Exposure to Contact Lens, Amazon Q in Connect or other conversational AI tooling.
• Experience with Salesforce, Dynamics or a comparable CRM.
• Experience supporting production systems, including on call or incident work.
• Familiarity with analytics tooling such as Athena, Glue or QuickSight.
• AWS certification at Foundational or Associate level.
• Degree in Computer Science, Engineering or a related technical field, or equivalent industry experience.

Core Competencies & Technical Skills (AI and emerging technology)

• Designs, integrates and operates AI-enabled solutions within enterprise environments, including prompt-driven workflows, retrieval-augmented systems and AI agents.
• Applies structured evaluation, testing and monitoring practices to ensure AI outputs are reliable, secure and compliant with organisational guardrails.
• Prepares and manages data used in AI workflows and takes responsibility for the responsible lifecycle of AI features from experimentation through deployment and continuous improvement.

AI / Digital fluency

• Demonstrates the safe and responsible use of AI tools, with clear knowledge of when AI use is appropriate and strong awareness of accuracy, bias and compliance. Bringing the ability to design and reuse prompt templates to support consistent, high-quality workflow outputs, and skilled in using AI to triage, classify and analyse information within Centrica policy guardrails.
• Strong ability to recognise higher-risk scenarios and escalate to governance or security as needed. Alongside this, showing proficiency in enterprise AI copilots, knowledge assistants and AI-enhanced productivity tools.

Why should you apply?   
  
We’re not a perfect place – but we’re a people place. Our priority is supporting all of the different realities our people face. Life is about so much more than work. We get it. That’s why we’ve designed our total rewards to give you the flexibility to choose what you need, when you need it, making sure that you and your family are supported not only financially, but physically and emotionally too. Visit the link below to discover why we’re a great place to work and what being part of more means for you.  
  
https://www.morethanacareer.energy/centrica

If you're full of energy, fired up about sustainability, and ready to craft not only a better tomorrow, but a better you, then come and find your purpose in a team where your voice matters, your growth is non-negotiable, and your ambitions are our priority.

Help us, help you. We would love for you to share any information about yourself throughout our recruitment process so that we can better understand you and help shape your journey.