Amazon Connect Voice Engineer

Capital One; Nottingham; Hybrid; GBP 50,000 - 70,000; Full time

Job summary

A leading financial services provider in Nottingham seeks an Amazon Connect Voice Engineer to design and implement contact center solutions using AWS. This role requires expertise in Amazon Connect and related AWS services, along with strong problem-solving skills. The hybrid work model allows flexibility, working three days in-office and two at home. Capital One is committed to diversity and inclusion, investing in employee development and offering a range of benefits including pension scheme, bonus, and private medical insurance.

Benefits

Flexible working arrangements

Pension scheme

Private medical insurance

Generous holiday entitlement

Training and development programs

Qualifications

• Hands-on experience designing and deploying solutions on the Amazon Connect platform.
• Knowledge of CCaaS platforms and contact center best practices.
• Experience in a fast-paced, Agile development environment.

Responsibilities

• Design and implement Amazon Connect contact center features.
• Collaborate with product teams to integrate systems.
• Analyze and optimize contact center performance.

Skills

Amazon Connect expertise

AWS services knowledge

Problem-solving skills

Effective communication

Agile development experience

Tools

AWS Lambda

Amazon S3

CloudWatch

IAM

Job description

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

Amazon Connect Voice Engineer

Capital One is on a mission to change banking for good by infusing humanity, ingenuity, and simplicity into every customer experience. We are a leading UK Financial Services provider, recognised for our diverse, inclusive culture and commitment to providing cutting‑edge technology that empowers our teams to learn and grow.

We believe the people we hire are crucial in positively impacting the daily lives of everyone who interacts with us.

Capital One's UK Contact Centre runs solely in the cloud powered by AWS using Amazon Connect. This cutting‑edge platform presents exciting opportunities for us to develop how we interact with our customers via our Voice, IVR and chat channels.

We are expanding our UK Connect Engineering Team and seeking a talented Amazon Connect Engineer with experience in software engineering, as well as a strong understanding of the day to day workings of a fast paced, operational Contact Centre.

If you're passionate about leveraging the cloud to enhance customer interactions, this is your chance to make a massive impact.

What You’ll Do

• Design and implement Amazon Connect contact centre features and solutions.
• 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.
• Maintain public cloud automation tooling and scripting experiences.
• Maintain platform health and compliance.
• Continuously learn and stay up-to-date with the latest AWS features and best practices.

What We’re Looking For

• Significant hands‑on experience designing, configuring, and deploying solutions within the Amazon Connect platform.
• Proficiency with related AWS services essential for a modern contact centre, including AWS Lambda, Amazon S3, CloudWatch, and IAM.
• Proven experience working with Contact Center as a Service (CCaaS) platforms.
• A strong understanding of contact centre best practices, workflows, and tooling from both a technology and operational perspective.
• Demonstrated experience working in a fast‑paced, Agile development environment utilizing modern software engineering practices.
• Problem‑solving abilities and clear, effective communication skills to collaborate with technical and non‑technical stakeholders.

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 3 days a week and two days from home. We're big on collaboration and connection, and so generally encourage our associates to use our offices on Tuesdays, Wednesdays and Thursdays. 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 [e-mail]. All information will be kept confidential and will only be used for the purpose of applying a reasonable adjustment.

For technical support or questions about Capital One's recruiting process, please send an email to [e-mail].

Capital One does not provide, endorse nor guarantee and is not liable for third‑party products, services, educational tools or other information available through this site.

Capital One Financial is made up of several different entities. Please note that any position posted in Canada is for Capital One Canada, any position posted in the United Kingdom is for Capital One Europe and any position posted in the Philippines is for Capital One Philippines Service Corp. (COPSSC).

Who We Are

At Capital One, we’re building a leading information‑based technology company. Still founder‑led by Chairman and Chief Executive Officer Richard Fairbank, Capital One is on a mission to help our customers succeed by bringing ingenuity, simplicity, and humanity to banking. We measure our efforts by the success our customers enjoy and the advocacy they exhibit. We are succeeding because they are succeeding.

Guided by our shared values, we thrive in an environment where collaboration and openness are valued. We believe that innovation is powered by perspective and that teamwork and respect for each other lead to superior results. We elevate each other and obsess about doing the right thing. Our associates serve with humility and a deep respect for their responsibility in helping our customers achieve their goals and realize their dreams. Together, we are on a quest to change banking for good.