Senior UX Specialist, AWS

📋 Description

• Customize and build Amazon Connect solutions

• Design, enhance, and configure Amazon Connect contact flows, queues, and agent experiences

• Implement AWS-native capabilities such as Amazon Q, Contact Lens, Lex, Lambda, and IVR/IVA logic

• Integrate Amazon Connect with external systems through APIs and secure authentication

• Lead customization of widgets, chat interfaces, callbacks, and omnichannel orchestration

• Optimize telephony and digital pathways for improved containment, handle time, and resolution

• Shape intuitive customer and agent journeys across voice, chat, and digital channels

• Apply UX and service design principles to enhance accessibility and reduce friction

• Use real-time analytics and behavioral data for data-driven optimization

• Collaborate with various teams to translate requirements into effective journeys

• Ensure all customizations adhere to security standards and compliance frameworks

⛳️ Requirements

• Proven experience in configuring Amazon Connect in live production environments

• Strong knowledge of AWS services including Lambda, CloudWatch, S3, API Gateway, and more

• Demonstrable experience in UX and service design, preferably in contact center or public sector services

• Proficiency in JSON, API integration, and automation scripting

• Ability to communicate technical concepts to non-technical stakeholders

• Relevant AWS certifications are desirable

🏝️ Benefits

• Generous holiday allowance with the option to buy extra leave

• Paid volunteering day, company pension, life assurance, and more

• Various voluntary benefits tailored to suit your lifestyle

• Access to Employee Network Groups for diversity and learning opportunities

• Opportunities for career development within Capita

• Join a network of experienced individuals across multiple sectors