Amazon Customer Connect & Service Platform Specialist

About Us
Our teams are putting the world's retailers online using cloud technology, robotics, AI and automation. Through the Ocado Smart Platform (OSP), we provide innovative technology and operational services to partners globally, supporting highly automated fulfilment centres and world-class online grocery operations.

As our technology evolves, we're investing in modern cloud-based platforms that enhance the experience of our colleagues, customers and operational teams. This is an exciting opportunity to play a key role in supporting and developing the technology that underpins our global service operations.

About the Role
We're looking for an experienced Amazon Customer Connect & Service Platform Specialist to join our Service Assurance team.

This is a hands-on technical role that will take ownership of our Amazon Customer Connect platform, the customer and agent portals built around it, and the data and API connections that link it to the rest of our operation.

Today the platform is built and supported with a third-party delivery partner. A planned handover will move it in-house, and you'll be the technical expert who makes that happen: taking on the environments, code, pipelines and day-to-day running, and building the skills and tooling that let us manage, support and evolve the platform ourselves.

You'll keep the platform secure, reliable and fit for purpose for the partners, resolver teams and service desk colleagues who rely on it every day, working with Service Assurance, Engineering, Data and Product teams, and with our partner through a planned handover.

What You'll Be Doing

• Lead In-House Transition: Carry out the technical handover of Amazon Customer Connect from our third-party delivery partner, working to the plan set by our transition lead: absorb the knowledge, take over access, and confirm each component is understood, documented and working before it moves in-house.
• Platform Ownership: Take ownership of the day-to-day administration, configuration and support of Amazon Customer Connect, including Amazon Connect Cases and tasks, the Agent Workspace and the custom built customer and agent portals.
• Core Configuration: Own the configuration of contact flows, queues, routing profiles, case templates and fields, users, security profiles and workflows, keeping it documented and repeatable.
• Environment & Infrastructure Management: Take over our AWS environments (Sandbox, Development, SIT and Production), including deployment pipelines, IAM, service quotas, monitoring and alerting, and controlled promotion of changes between them.
• Application Maintenance & AI Integration: Build our ability to maintain and develop the portals and integration layer ourselves, including source code, build and release processes, using AI-assisted development tools to understand existing code, speed up delivery and generate documentation.
• Integrations & Schemas: Design, document and support API, event and webhook integrations between Amazon Connect and downstream tools, owning the JSON payloads, field mappings and case schema as an integration contract.
• User Onboarding & Data Security: Manage user and partner onboarding, including bulk loads, single sign-on through Microsoft Entra ID, joiner, mover and leaver processes, and strict separation of data between partner organisations.
• Data Flow & Analytics Support: Support the flow of case event data through Amazon Kinesis into Google Cloud and BigQuery, and resolve gaps that affect SLA, time-based and operational reporting.
• Incident & Support Governance: Support major incident communications (distribution lists, notification templates) and set up support for the platform: monitor health, triage defects/requests, resolve issues, and flag technical risks during handover.
• Vendor & Stakeholder Collaboration: Work with our third-party partner day to day during transition (walkthroughs, change requests, deliverable reviews) and provide technical input for stepping down their support.
• Process Excellence & Roadmap: Manage platform changes through appropriate governance and runbooks, guide operational teams adopting new capabilities, and shape the roadmap using AI, automation, resilience and new AWS features.

About You
You'll be passionate about technology, enjoy solving operational problems and take pride in delivering stable, reliable platforms that support business-critical services.

You're someone who enjoys learning new technologies, can quickly understand existing systems and is comfortable working across platform administration, configuration, integration and light application development. You take ownership, document as you go and enjoy helping others get up to speed.

You'll have:

• Experience configuring contact flows, queues, routing profiles, users, security profiles and permissions.
• Hands-on experience with AWS services that support Amazon Connect, such as IAM, Lambda, Kinesis, EventBridge, S3 and CloudWatch.
• Experience working with APIs, webhooks and JSON payloads, including reading and debugging request and response data.
• Experience with identity and access management, such as single sign-on (SSO) and role-based access.
• Experience maintaining and enhancing web applications, including taking over and learning an unfamiliar codebase.
• Experience taking ownership of a platform or service from a third party, including knowledge transfer, documentation and handover.
• Experience using modern AI-assisted software development tools (such as GitHub Copilot, Claude, Amazon Q Developer, Gemini, ChatGPT or similar) to support development, code analysis, testing and documentation.
• Strong analytical and troubleshooting skills.
• Experience working within structured service management environments, and managing third-party suppliers against support agreements.
• Excellent communication and stakeholder management skills, and a proactive, ownership-minded approach to continual improvement and operational excellence.

Desirable Experience

It would be beneficial if you also have experience with:

• AWS certifications or relevant cloud experience.
• Infrastructure as Code (IaC) and CI/CD pipelines.
• Customising the Amazon Connect Agent Workspace, Cases and tasks.
• Supporting multi-tenant or business-to-business (B2B) customer support platforms.
• Event-driven design using EventBridge, SQS and Lambda.
• Reporting and analytics, such as BigQuery, Looker or contact centre analytics.
• JavaScript or TypeScript development.
• Telephony, number porting and network requirements for cloud contact centres.
• AI-enabled customer service capabilities, such as Amazon Bedrock and Amazon Lex.
  
  

What You'll Get in Return

Our employee benefits are designed with our people in mind because we know they are at the heart of everything we do.

Alongside technically challenging work and opportunities to develop your career, we offer:

• Hybrid and flexible working
• Private healthcare
• Car Salary Sacrifice and Cycle to Work schemes
• Free Shares and Life Assurance
• 15% discount on Ocado.com shopping
• Company Shop offering discounts of up to 70% on leading brands
• Exclusive travel, retail and leisure discounts
• Modern Head Office campus with café and restaurant facilities
• Free shuttle bus to and from Hatfield Station
• Enhanced maternity and paternity leave
• Enhanced pension scheme with company contributions up to 7%
• Employee Assistance Programme

If you're looking for an opportunity to work with modern cloud technologies, influence the evolution of a business-critical platform and make a real impact across a global operation, we'd love to hear from you.

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