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 responsible for the administration, configuration, support and continual improvement of our Amazon Customer Connect Agentic AI solution, operational service portals and supporting service management tooling.

You'll help ensure our operational platforms remain secure, reliable and fit for purpose while delivering enhancements that improve customer experience, colleague productivity and operational efficiency.

You'll work with stakeholders across Service Assurance, Engineering, Product teams and third-party suppliers to deliver platform improvements, support operational change and help shape the future direction of our customer contact technologies.

What You'll Be Doing

• Administer, configure and support the Amazon Customer Connect platform and associated operational service applications.
• Configure contact flows, routing profiles, queues, users, permissions and operational workflows.
• Support and enhance operational web portals used by our Service Assurance teams and customers.
• Develop, test and implement platform enhancements, automation and workflow improvements.
• Work with existing Angular applications to deliver new functionality, resolve defects and improve user experience.
• Use AI-assisted development tools to analyse existing code, accelerate development, generate documentation and improve software quality.
• Support integrations between Amazon Connect, Jira Service Management and other enterprise platforms using APIs and native integrations.
• Monitor platform health, investigate issues and coordinate resolution with internal teams and third-party suppliers.
• Manage platform changes through appropriate governance, testing and change management processes.
• Produce and maintain technical documentation, configuration standards and operational procedures.
• Deliver technical guidance to operational teams adopting new platform capabilities.
• Identify opportunities to improve customer journeys, operational processes and platform capability through AI, automation and emerging technologies.
• Keep up to date with developments across Amazon Connect, AWS services and contact centre technologies, recommending improvements where they deliver business value.

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 and light application development.

You'll have:

• Hands-on experience administering Amazon Customer Connect within an enterprise environment.
• Experience configuring contact flows, queues, routing profiles, users, permissions and contact centre operations.
• Experience supporting cloud-based customer contact or CCaaS platforms.
• Experience working with AWS services that support Amazon Connect.
• Experience maintaining and enhancing web-based applications.
• Experience using modern AI-assisted software development tools (such as GitHub Copilot, Claude, Amazon Q Developer, Gemini, ChatGPT or similar) to support software development, code analysis, testing and documentation.
• Strong analytical and troubleshooting skills.
• Experience working within structured service management environments.
• Excellent communication and stakeholder management skills.
• A proactive approach to continual improvement and operational excellence.

Desirable Experience

It would be beneficial if you also have experience with:

• Angular and TypeScript.
• Jira Service Management and Confluence administration.
• REST APIs and enterprise system integrations.
• JavaScript development.
• Workflow automation.
• CI/CD pipelines.
• Contact centre reporting and analytics.
• AI-enabled customer service capabilities.
• AWS certifications or relevant cloud experience.

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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