Lead Infrastructure Engineer (AWS)

About the Position

We are seeking a hands-on Lead Infrastructure Engineer (AWS) with deep Amazon Connect and customer experience expertise who can lead a technical workstream while personally delivering the solution. This is a player-coach role, not an advisory-only position. You will work directly with client and partner teams to translate defined scope and business requirements into secure, reliable Amazon Connect solutions, pressure-test design decisions, and own implementation quality through production readiness and cutover.

Responsibilities

• Lead assigned Amazon Connect workstreams while remaining directly involved in configuration, coding, testing, deployment, and production support
• Design and build contact flows, queues, routing profiles, hours of operation, prompts, Lambda backed business logic, data lookups, and integrations with client systems
• Use native Amazon Connect capabilities first and explain the tradeoffs when custom development is justified
• Implement or guide solutions using Connect Cases, Tasks, Customer Profiles, Contact Lens, outbound capabilities, and workforce management integrations when required by project scope
• Translate client requirements into executable technical plans, clarify assumptions, identify risks, and contribute implementation grounded input to estimates and scope decisions
• Support discovery, design workshops, technical working sessions, demonstrations, and knowledge transfer with client engineering and operations teams
• Guide migration and cutover activities from legacy contact center platforms, including flow conversion, integration validation, parallel testing, operational readiness, and production transition
• Review code and configuration, uphold delivery standards, mentor engineers, and help resolve complex production issues across Connect and its AWS integrations
• Create clear technical documentation, runbooks, design decisions, and support materials that allow client teams to operate what has been delivered

Requirements

• Seven or more years of relevant technology delivery experience, including significant hands-on work with enterprise contact center or customer experience platforms
• At least two years of meaningful Amazon Connect implementation experience, with current knowledge of core Connect services and operating patterns
• Demonstrated ownership of complex client delivery as a technical lead, lead engineer, architect who still codes, or senior consultant
• Practical integration experience using AWS Lambda, APIs, IAM, logging, monitoring, and secure access patterns
• Experience shipping and supporting production systems where availability, customer interactions, and operational continuity matter
• Strong troubleshooting discipline across contact flows, telephony behavior, Lambda integrations, permissions, logs, and downstream systems
• Excellent English communication and the ability to explain designs, tradeoffs, risks, and progress to both technical and business stakeholders

Nice to Have

• Migration experience involving Avaya, Genesys, Cisco, Salesforce, Oracle, or another enterprise contact center platform
• AWS CDK, CloudFormation, or Terraform experience, preferably with repeatable multi environment or multi account deployments
• Python, TypeScript, Node.js, automated testing, CI/CD, GitHub Actions, and CloudWatch dashboards or alarms
• Contact center operations knowledge, including workforce management, quality management, containment, AHT, CSAT, SLA, and outbound compliance
• AWS certifications relevant to solutions architecture, development, machine learning, or Amazon Connect
• Consulting or professional services experience in regulated or large enterprise environments

Working Conditions

• Engagement: Initial six-month contract with a strong likelihood of extension
• Work model: Fully remote, client-facing delivery across multiple European projects
• Working hours: Primarily UK and Central European client hours, with approximately 4–5 hours of daily overlap with the US-based team. Flexibility for occasional early or late meetings during critical periods
• Language: Excellent written and spoken English

We Offer

• Open communication and a focus on psychological safety
• Recognition of achievements and contributions
• Collaboration across multicultural teams
• Less bureaucracy, more focus on results

About the Company

Our Culture

• Open communication and a focus on psychological safety
• Recognition of achievements and contributions
• Collaboration across multicultural teams
• Less bureaucracy, more focus on results

Hiring Process

• Pre-screen
• Technical Interview
• Manager Interview
• Client Interview
• Pre-offer stage + Reference Check (if requested)
• Official Offer

Apply now