AWS DevOps Engineer – Contact Centre Platform (Client-Facing)
Location: On-site – London (non-negotiable with at least 40% of the time)
Security Clearance: SC Cleared or SC Eligible (minimum 5 years continuous UK residency required)
About The Role
We are looking for a hands-on AWS DevOps Engineer to support a critical client-facing platform within the contact centre domain. This role is central to maintaining and evolving the infrastructure, tooling, and automation that underpin the platform’s development and operations.
The ideal candidate will have strong experience in AWS DevOps, Terraform, and infrastructure automation, with a willingness to engage in Amazon Connect and Salesforce Service Cloud Voice integration. This is a high-impact role requiring someone who can work closely with cross-functional teams, drive operational excellence, and ensure platform reliability.
Key Responsibilities
Infrastructure Automation & Deployment
- Lead the deployment of Amazon Connect changes on AWS infrastructure in line with DevSecOps principles.
- Implement automated deployment tooling for Amazon Connect changes into production.
- Collaborate with infrastructure teams to automate provisioning and management of resources using Terraform and other approved tools.
Tooling & Process Improvement
- Maintain and enhance existing CI/CD tools (e.g. Jenkins, GitLab CI, Copado, GitHub).
- Research and implement new tools to improve build, test, and deployment efficiency.
Monitoring & Performance Optimisation
- Set up and maintain monitoring using DataDog for all platform services.
- Configure automated alerts and ServiceNow ticketing for service failures.
- Track and analyse performance metrics, recommending code or infrastructure improvements.
- Review AWS cloud resources for cost-efficiency, scalability, and security.
Incident Management
- Act as the escalation point for production incidents related to Amazon Connect and Service Cloud Voice.
- Collaborate with Salesforce, AWS, and service managers to resolve issues promptly.
Security & Consistency
- Implement automated security testing, vulnerability scanning, and RBAC.
- Maintain consistency across AI models used in Amazon Connect as transcription capabilities evolve.
Collaboration & Leadership
- Coordinate version updates for Amazon Connect and ensure alignment with Salesforce environments.
- Work with product owners and operations leads to plan and release new features.
- Share best practices and lead initiatives to strengthen DevSecOps culture within the team.
Must-Have Qualifications
- Proven experience in AWS DevOps roles, including infrastructure automation and CI/CD.
- Hands-on experience with Terraform.
- Familiarity with Amazon Connect and willingness to work on its integration with Salesforce.
- Strong understanding of DevSecOps principles and production support.
- SC Clearance or eligibility (5 years continuous UK residency).
- Willingness and ability to work on-site in London.
Should-Have Skills
- Experience with CI/CD tools such as Jenkins, GitLab CI.
- Familiarity with Salesforce Service Cloud Voice or willingness to learn.
- Strong communication and documentation skills.
- Ability to work collaboratively with cross-functional teams.
What Success Looks Like
- A stable, secure, and scalable contact centre platform.
- Reduced manual effort through automation and streamlined processes.
- Improved incident response and platform reliability.
- Clear performance metrics and proactive monitoring.
- A collaborative, DevOps-driven culture across teams.
