Job Description

• Amazon Connect Customisation & Build
• Design, configure and enhance Amazon Connect contact flows, routing, queues and agent experiences.
• Implement AWS-native capabilities including Amazon Q, Contact Lens, Lex, Lambda and IVR/IVA logic.
• Integrate Amazon Connect with external systems (e.g. CRM, ERP, case management, knowledge platforms) via APIs and secure authentication.
• Lead customisation of widgets, chat interfaces, callbacks and omnichannel orchestration.
• Optimise telephony and digital pathways to improve containment, handle time and resolution.

UX & Service Design

• Shape intuitive customer and agent journeys across voice, chat and digital channels.
• Apply UX and service design principles to reduce friction, increase self-service and improve accessibility.
• Map and redesign end-to-end customer journeys to improve efficiency, accessibility and experience.
• Conduct UX/UI evaluations for customer entry points and agent user interfaces.
• Design conversational AI journeys that are intuitive, natural and guidance-rich.
• Champion simplicity, consistency and inclusive design across all channels.

Data-Driven Optimisation

• Use real-time analytics, Contact Lens insights and behavioural data to identify improvement opportunities.
• Define and monitor UX metrics including customer effort, containment and agent experience indicators.
• Partner with MI and analytics teams to embed continuous improvement cycles.

Collaboration & Delivery Support

• Work closely with Operations, TechOps, Knowledge, Training and Product teams to translate requirements into effective journeys.
• Contribute specialist expertise to transformation programmes, mobilisations and bid activities.
• Act as a senior Amazon Connect SME in design authority, governance and client workshops.
• Support testing, validation, release cycles and post-deployment assessments.

Governance, Security & Compliance

• Ensure all customisations align to Capita security standards, AWS best practice and compliance frameworks.
• Maintain clear documentation of designs, flows, integrations and architectural decisions.
• Ensure UX, IVR and IVA content meets accessibility and inclusive design standards.

Requirements

• Proven experience configuring Amazon Connect in live production environments.
• Strong working knowledge of AWS services including Lambda, CloudWatch, S3, API Gateway, Kinesis, DynamoDB and IAM.
• Demonstrable experience in UX and service design, ideally within contact centre or public sector digital services.
• Experience translating complex operational requirements into effective digital journeys.
• Proficiency in JSON, API integration and automation scripting.
• Strong understanding of omnichannel journey design (voice, chat, messaging and digital).
• Ability to communicate technical concepts clearly to non-technical stakeholders.
• Experience with Amazon Q, Contact Lens and GenAI-driven agent assist tools (desirable).
• Exposure to workflow automation or process mining tools (desirable).
• Experience supporting large-scale contact centre transformations (desirable).
• Relevant AWS certifications (e.g. Developer, Solutions Architect or specialty certifications) (desirable).

Benefits

• 23 days’ holiday (rising to 27) with the opportunity to buy extra leave.
• The opportunity to take a paid day out of the office, volunteering for our charity partners or a cause of your choice.
• Auto-enrolment to our company pension, life assurance, a cycle2work scheme, 15 weeks’ fully paid maternity, adoption and shared parental leave, paternity pay of two weeks…and plenty more.
• Voluntary benefits designed to suit your lifestyle – from discounts on retail and socialising, to health & wellbeing, travel and technology.
• Access to our Employee Network Groups, which represent every strand of diversity and allow colleagues to connect and learn from each other on an open, inclusive platform.
• You’ll get the chance to follow your chosen career path anywhere in Capita.
• You’ll be joining a network of experienced, innovative and dedicated individuals across multiple disciplines and sectors.
• There are countless opportunities to learn new skills and develop in your career, and we’ll provide the support you need to do just that.