Amazon Connect Voice Engineer

Nottingham Trent House (95002), United Kingdom, Nottingham, Nottinghamshire

Amazon Connect Voice Engineer

About this role

Capital One’s mission is to change banking for good by bringing humanity, ingenuity and simplicity to banking. In order to do this we look to recruit the kind of people that believe in what they do, the part they play in the achieving good for those that interact with Capital One on a daily basis. We are proud of being one of the UK’s leading Financial Services provider, that offers a diverse and inclusive cultural working environment, alongside cutting edge technology for you to continue learning and developing in.

Capital One’sContact Centresare fully in the Cloud using Amazon Connect.  This cutting-edge platform presents exciting opportunities for us to develop how we interact with our customers and how our voice and IVR channels operate.  Our Connect team is expanding and we are looking for Voice Engineers preferably with knowledge of Amazon Connect, experience or an interest in software engineering, as well as a strong understanding of the day to day workings of a fast paced, operational Contact Centre.

The Amazon Connect team is part of a 24/7 rotation that strives to serve the best interests of Capital One.

What you’ll do

• Design and implement Amazon Connect contact centre features and solutions for our business

• Collaborate with our Product team to integrate Amazon Connect with other systems and platforms

• Provide technical support and troubleshooting for Amazon Connect issues

• Analyse and optimise contact centre performance and efficiency

• Develop and maintain documentation for Amazon Connect configurations and processes

• Develop prototypes, demonstrations and assets

• Maintaining public cloud automaton tooling and scripting experience – CICD, Jenkins etc

• Maintain platform health and compliance

• Continuously learn and stay up-to-date with the latest AWS features and best practices

• Be available for out of hours work and incidents

What we’re looking for

• Strong problem-solving and communication skills

• Experience working in a fast-paced, agile development environment

• Knowledge in contact centre best practices and tooling both from a technology and operations perspective 

Would be great if you had some of these too

• Proficiency with coding language (Javaand/orNode)

• Proficiency with AWS and other related technologies (e.g. Lambda, CloudWatch, S3) 

• Experience with Contact Center as a Service (CCaaS) platforms 

• AWS certifications (e.g. Solutions Architect, Developer, SysOps Administrator) 

Where and how you’ll work

This is a permanent position, based in our Nottingham Head Office .  

Our hybrid working model offers you the flexibility to work from our offices and from home, when you need to.

We’re big on collaboration and connection, and so generally encourage our associates to use our offices on Tuesdays, Wednesdays and Thursdays.

The number of days you spend in the office will usually be led by the type of work you’re doing, and the hybrid working patterns of the people you partner most closely with.

Many of our associates have flexible working arrangements, and we’re open to talking about an arrangement that works for you.

What’s in it for you

• Bring us all this - and you’ll be well rewarded with a role contributing to the roadmap of an organisation committed to transformation

• We offer high performers strong and diverse career progression, investing heavily in developing great people through our Capital One University training programmes (and appropriate external providers)

• Immediate access to our core benefits including pension scheme, bonus, generous holiday entitlement and private medical insurance – with flexible benefits available including season-ticket loans, cycle to work scheme and enhanced parental leave

• Open-plan workspaces and accessible facilities designed to inspire and support you. Our Nottingham head-office has a fully-serviced gym, subsidised restaurant, mindfulness and music rooms. In London, you can heighten your mood with a run on our rooftop running track or an espresso at the Workshop Coffee café

What you should know about how we recruit

We pride ourselves on hiring the best people, not the same people. Building diverse and inclusive teams is the right thing to do and the smart thing to do. We want to work with top talent: whoever you are, whatever you look like, wherever you come from. We know it’s about what you do, not just what you say. That’s why we make our recruitment process fair and accessible. And we offer benefits that attract people at all ages and stages.

We also partner with organisations including the Women in Finance and Race At Work Charters, Stonewall and upReach to find people from every walk of life and help them thrive with us. We have a whole host of internal networks and support groups you could be involved in, to name a few:

• REACH – Race Equality and Culture Heritage group focuses on representation, retention and engagement for associates from minority ethnic groups and allies

• OutFront – to provide LGBTQ+ support for all associates

• Mind Your Mind – signposting support and promoting positive mental wellbeing for all

• Women in Tech – promoting an inclusive environment in tech

• EmpowHER - network of female associates and allies focusing on developing future leaders, particularly for female talent in our industry

Capital One is committed to diversity in the workplace.

If you require a reasonable adjustment, please contact [email protected]  All information will be kept confidential and will only be used for the purpose of applying a reasonable adjustment.