CACI offers an unrivalled range of data, marketing and IT solutions to a wide range of industries across both the public and private sectors. Our Integrated Marketing and Location Planning divisions provides data, software and consulting services to improve our clients' sales and marketing programmes. We help clients find, retain and grow profitable customers through our understanding of consumer characteristics and behaviour. And we help commercial property developers and retailers plan retail provision in the UK and overseas. Our Technology and Network Services divisions provides a range of software, consultancy and managed services to SME and large enterprise clients from across the public and private sector. With our experience and understanding of big data analytics, systems integration, secure cloud and IT networks, we help clients improve operational processes, gain greater insight into their business and reduce costs. CACI Network Services is a rapidly expanding specialist IT and Networks consultancy offering a wide variety of opportunities to work within challenging and exciting environments with our major clients in Global Media, Banking, Government, Telecoms & Utilities. As a Pre-Sales Solution Consultant, you will play a pivotal role in the sales process, acting as the technical authority and trusted advisor for our customers. Your primary responsibility will be to support the sales team in identifying and qualifying customer needs, designing solutions, and ensuring successful project delivery. You will work closely with vendors and internal teams, including Sales, Solutions Consultants and Network/Security SMEs, to create comprehensive technical solutions, generate vendor Bills of Materials (BoMs), manage bids, respond to Requests for Proposals (RFPs), and produce associated proposal documentation. Key Responsibilities: Customer Engagement & Technical Discovery Engage with customers to understand their technical requirements, business challenges, and business goals. Where required, conduct technical scoping workshops and presentations to gather detailed information on customer environments while showcasing CACI technical and service offerings. Develop and maintain strong relationships with key technical stakeholders within customer organisations. Solution Design & Proposal Development Design and architect networking and security proposals using technologies from market-leading vendors such as Cisco, Arista, Fortinet and F5. Develop and produce engaging, clear and concise customer solution proposals that effectively address client needs and highlight CACI's value proposition. Collaborate with the sales team to create compelling technical proposals and presentations. Generate accurate and cost-effective Bills of Materials (BoMs) and support in deploying Statements of Work (SoWs) based on the solution proposal. Create, manage and maintain a repository of proposal templates, case studies, and other essential documentation. Bid Management & RFP Response Facilitate the technical aspects of bid management and RFP responses, ensuring alignment with customer requirements and organisational standards. Work closely with internal teams, including sales, partner management, and relevant SMEs, to ensure all technical elements are thoroughly covered in proposals. Coordinate with vendors to ensure timely and accurate responses to customer inquiries during the bidding process. Vendor & Partner Collaboration Maintain strong relationships with key vendors (eg, Cisco, Fortinet, F5 and future partners) to stay updated on the latest technologies, roadmaps, and best practices. Attend vendor training sessions and certifications to enhance your technical expertise and understanding of vendor products. Leverage vendor resources and support to ensure optimal solution design and delivery. Actively participate in company technical workgroups to contribute expertise, share insights, and collaborate on the development of new solutions. Industry and Market Research Monitor industry trends and advancements in networking and security technologies. Engage with vendors to stay informed about new products and technical roadmaps. Conduct competitive analysis to identify opportunities for differentiation. Share industry insights and knowledge with internal CACI teams through training and updates. Provide strategic input to shape our service offerings and go-to-market strategies. Post-Sales Support & Handover Ensure a smooth transition from pre-sales to post-sales by providing detailed handover documentation and briefings to implementation teams. Where required, offer technical guidance during the deployment phase to ensure the solution is implemented as designed. Participate in post-implementation reviews to assess solution performance and identify areas for improvement. Required Skills & Qualifications : Technical Expertise: Experience working in a pre-sales role within a Value-Added Reseller (VAR) or a similar environment. Extensive knowledge and hands-on experience with networking and security technologies from Cisco, Arista, Fortinet, Palo Alto, Checkpoint and F5. Well-versed in network automation and cloud-based solutions, demonstrating a strong understanding of their integration and implementation in modern network environments. Strong understanding of network design, security principles, and industry best practices in designing enterprise-grade solutions. Must have a high level of proficiency in creating BoMs, proposal documentation, and technical presentations. Experience in responding to RFPs and managing technical bids. Customer-Focused Approach: Ability to engage with customers at all levels, from technical engineers to C-level executives. Proven track record in understanding customer needs and translating them into effective technical solutions. Excellent communication and presentation skills, with the ability to convey complex technical concepts clearly and compellingly. Capable of performing effectively under pressure and adhering to strict deadlines. Project & Bid Management: Strong organisational skills and the ability to manage multiple projects and bids simultaneously. Attention to detail and a thorough approach to bid management and documentation. Experience working with cross-functional teams and managing relationships with vendors and partners. Certifications: Bachelor's degree in Computer Science, Information Technology, or industry experience is preferred. Relevant industry certifications (eg, CCIE, CCNP, NSE4, PCNSE, CCSE, APMG, CISSP, CISM) are highly desirable. Ongoing commitment to professional development and certification. Full, clean UK driving license Training CACI Network Services develops individuals through a portfolio of training and development options such as certified training courses, workshops, technical conferences, boot camps, on-line training and much more. You will have the opportunity to work on some of the most advanced networking hardware in the industry as well as development of your abilities and talents to become one of the best in the field. Rewards and Benefits In return you will be awarded with a competitive salary, excellent benefits and the opportunity to develop your career and skills within a growing company. Equal Opportunities: CACI is proud to be an equal opportunities employer. Embracing the diversity of our people, we are on a journey to build a truly inclusive work environment where no one is treated less favourably due to ethnic origin, age, gender, veteran status, religion or belief, sexual orientation, marital status, and disability or health condition, actively working to prevent discrimination. As a Disability Confident employer, we will; Provide reasonable adjustments in the recruitment process where requested (contact a member of the recruitment team on to discuss individual requirements further). Offer people with health conditions and disabilities, meeting the minimum criteria for a role, an interview. Our people are unique and we encourage, and support them, to be confident in contributing to our inclusion journey.
18/10/2024
Full time
CACI offers an unrivalled range of data, marketing and IT solutions to a wide range of industries across both the public and private sectors. Our Integrated Marketing and Location Planning divisions provides data, software and consulting services to improve our clients' sales and marketing programmes. We help clients find, retain and grow profitable customers through our understanding of consumer characteristics and behaviour. And we help commercial property developers and retailers plan retail provision in the UK and overseas. Our Technology and Network Services divisions provides a range of software, consultancy and managed services to SME and large enterprise clients from across the public and private sector. With our experience and understanding of big data analytics, systems integration, secure cloud and IT networks, we help clients improve operational processes, gain greater insight into their business and reduce costs. CACI Network Services is a rapidly expanding specialist IT and Networks consultancy offering a wide variety of opportunities to work within challenging and exciting environments with our major clients in Global Media, Banking, Government, Telecoms & Utilities. As a Pre-Sales Solution Consultant, you will play a pivotal role in the sales process, acting as the technical authority and trusted advisor for our customers. Your primary responsibility will be to support the sales team in identifying and qualifying customer needs, designing solutions, and ensuring successful project delivery. You will work closely with vendors and internal teams, including Sales, Solutions Consultants and Network/Security SMEs, to create comprehensive technical solutions, generate vendor Bills of Materials (BoMs), manage bids, respond to Requests for Proposals (RFPs), and produce associated proposal documentation. Key Responsibilities: Customer Engagement & Technical Discovery Engage with customers to understand their technical requirements, business challenges, and business goals. Where required, conduct technical scoping workshops and presentations to gather detailed information on customer environments while showcasing CACI technical and service offerings. Develop and maintain strong relationships with key technical stakeholders within customer organisations. Solution Design & Proposal Development Design and architect networking and security proposals using technologies from market-leading vendors such as Cisco, Arista, Fortinet and F5. Develop and produce engaging, clear and concise customer solution proposals that effectively address client needs and highlight CACI's value proposition. Collaborate with the sales team to create compelling technical proposals and presentations. Generate accurate and cost-effective Bills of Materials (BoMs) and support in deploying Statements of Work (SoWs) based on the solution proposal. Create, manage and maintain a repository of proposal templates, case studies, and other essential documentation. Bid Management & RFP Response Facilitate the technical aspects of bid management and RFP responses, ensuring alignment with customer requirements and organisational standards. Work closely with internal teams, including sales, partner management, and relevant SMEs, to ensure all technical elements are thoroughly covered in proposals. Coordinate with vendors to ensure timely and accurate responses to customer inquiries during the bidding process. Vendor & Partner Collaboration Maintain strong relationships with key vendors (eg, Cisco, Fortinet, F5 and future partners) to stay updated on the latest technologies, roadmaps, and best practices. Attend vendor training sessions and certifications to enhance your technical expertise and understanding of vendor products. Leverage vendor resources and support to ensure optimal solution design and delivery. Actively participate in company technical workgroups to contribute expertise, share insights, and collaborate on the development of new solutions. Industry and Market Research Monitor industry trends and advancements in networking and security technologies. Engage with vendors to stay informed about new products and technical roadmaps. Conduct competitive analysis to identify opportunities for differentiation. Share industry insights and knowledge with internal CACI teams through training and updates. Provide strategic input to shape our service offerings and go-to-market strategies. Post-Sales Support & Handover Ensure a smooth transition from pre-sales to post-sales by providing detailed handover documentation and briefings to implementation teams. Where required, offer technical guidance during the deployment phase to ensure the solution is implemented as designed. Participate in post-implementation reviews to assess solution performance and identify areas for improvement. Required Skills & Qualifications : Technical Expertise: Experience working in a pre-sales role within a Value-Added Reseller (VAR) or a similar environment. Extensive knowledge and hands-on experience with networking and security technologies from Cisco, Arista, Fortinet, Palo Alto, Checkpoint and F5. Well-versed in network automation and cloud-based solutions, demonstrating a strong understanding of their integration and implementation in modern network environments. Strong understanding of network design, security principles, and industry best practices in designing enterprise-grade solutions. Must have a high level of proficiency in creating BoMs, proposal documentation, and technical presentations. Experience in responding to RFPs and managing technical bids. Customer-Focused Approach: Ability to engage with customers at all levels, from technical engineers to C-level executives. Proven track record in understanding customer needs and translating them into effective technical solutions. Excellent communication and presentation skills, with the ability to convey complex technical concepts clearly and compellingly. Capable of performing effectively under pressure and adhering to strict deadlines. Project & Bid Management: Strong organisational skills and the ability to manage multiple projects and bids simultaneously. Attention to detail and a thorough approach to bid management and documentation. Experience working with cross-functional teams and managing relationships with vendors and partners. Certifications: Bachelor's degree in Computer Science, Information Technology, or industry experience is preferred. Relevant industry certifications (eg, CCIE, CCNP, NSE4, PCNSE, CCSE, APMG, CISSP, CISM) are highly desirable. Ongoing commitment to professional development and certification. Full, clean UK driving license Training CACI Network Services develops individuals through a portfolio of training and development options such as certified training courses, workshops, technical conferences, boot camps, on-line training and much more. You will have the opportunity to work on some of the most advanced networking hardware in the industry as well as development of your abilities and talents to become one of the best in the field. Rewards and Benefits In return you will be awarded with a competitive salary, excellent benefits and the opportunity to develop your career and skills within a growing company. Equal Opportunities: CACI is proud to be an equal opportunities employer. Embracing the diversity of our people, we are on a journey to build a truly inclusive work environment where no one is treated less favourably due to ethnic origin, age, gender, veteran status, religion or belief, sexual orientation, marital status, and disability or health condition, actively working to prevent discrimination. As a Disability Confident employer, we will; Provide reasonable adjustments in the recruitment process where requested (contact a member of the recruitment team on to discuss individual requirements further). Offer people with health conditions and disabilities, meeting the minimum criteria for a role, an interview. Our people are unique and we encourage, and support them, to be confident in contributing to our inclusion journey.
NO SPONSORSHIP Technical Manager, ServiceNow Developers and Administrators SALARY: $150k-$170k plus 15% LOCATION: CHICAGO, IL Looking for a hands on manager leading a team of ServiceNow developers and administrators. SecOps integration - configuration out of the box GRC IRM Javascript APIs ServiceNow Cloud ITSM, ITOM, IRM Proficient in all areas of ITSM and SACM, including CMDB, Hardware and Software Asset Management (SAM Pro), and Request, Incident, Problem, Change, and Knowledge Management. Certified ServiceNow System Administrator. ServiceNow CIS Experience ITIL - Foundations V3 Certification Experience with Software & Hardware Asset Management Implementation. Proficient in Agile/SCRUM Methodology as well as Waterfall and SDLC. Profound knowledge of Microsoft, Linux, and Mac Operating systems. 12 Years' dealing with business enterprise setups as well as client SAAS implementation. (SalesForce, ServiceNow, Email Archiving, Technical Account Management) Exchange Experience (PowerShell and JavaScript). Summary The Manager, Software Engineering will be responsible for leading the platform team that will work with other teams of software & systems engineers, business systems analysts and application architects who plan, design, develop, test and deploy technology solutions. Responsibilities Manage a ServiceNow development team Qualifications & Experience 8+ years in implementing various solutions + years of relevant work experience implementing and managing IT, Security and/or GRC solutions Knowledge of system architecture and data analytics Technical Skills & Background Working knowledge with ServiceNow and familiarity with other cloud-based technology management solutions (eg, Jira, Confluence, Workday, Oracle Cloud, etc.) Working knowledge of JavaScript Knowledge of various IT processes and best practices Knowledge of Agile Development framework and effective SCRUM techniques Certifications [Preferred] ServiceNow Certified System Administrator [Preferred] ServiceNow Certified Application Developer [Preferred] ITIL Certification
17/10/2024
Full time
NO SPONSORSHIP Technical Manager, ServiceNow Developers and Administrators SALARY: $150k-$170k plus 15% LOCATION: CHICAGO, IL Looking for a hands on manager leading a team of ServiceNow developers and administrators. SecOps integration - configuration out of the box GRC IRM Javascript APIs ServiceNow Cloud ITSM, ITOM, IRM Proficient in all areas of ITSM and SACM, including CMDB, Hardware and Software Asset Management (SAM Pro), and Request, Incident, Problem, Change, and Knowledge Management. Certified ServiceNow System Administrator. ServiceNow CIS Experience ITIL - Foundations V3 Certification Experience with Software & Hardware Asset Management Implementation. Proficient in Agile/SCRUM Methodology as well as Waterfall and SDLC. Profound knowledge of Microsoft, Linux, and Mac Operating systems. 12 Years' dealing with business enterprise setups as well as client SAAS implementation. (SalesForce, ServiceNow, Email Archiving, Technical Account Management) Exchange Experience (PowerShell and JavaScript). Summary The Manager, Software Engineering will be responsible for leading the platform team that will work with other teams of software & systems engineers, business systems analysts and application architects who plan, design, develop, test and deploy technology solutions. Responsibilities Manage a ServiceNow development team Qualifications & Experience 8+ years in implementing various solutions + years of relevant work experience implementing and managing IT, Security and/or GRC solutions Knowledge of system architecture and data analytics Technical Skills & Background Working knowledge with ServiceNow and familiarity with other cloud-based technology management solutions (eg, Jira, Confluence, Workday, Oracle Cloud, etc.) Working knowledge of JavaScript Knowledge of various IT processes and best practices Knowledge of Agile Development framework and effective SCRUM techniques Certifications [Preferred] ServiceNow Certified System Administrator [Preferred] ServiceNow Certified Application Developer [Preferred] ITIL Certification
Leading Financial Services client in London is now seeking an experienced Analytics Manager to join on a permanent basis. This role is offering a base of £105,000 + a strong benefits package and very flexible working. The ideal Analytics Manager will have experience managing teams of 10 + Data Specialists and enjoys upskilling existing team members. They will also need experience developing data engineering strategies and roadmaps. To be considered for this role you will need the following: Experience managing teams of 10 + data specialists that have a broad range of skillsets. Good knowledge of Front End visualisation tool such as Tableau, Qlik and/or Power BI. Strong understanding of cloud-based data solutions, structures, theories and practices etc. Extensive experience in one of the programming languages such as Python, Java or C++. Proficiency with coding best practices, including version control via GitHub. Organised, structured, process driven and outcome oriented. Results-oriented, has an eye for detail and a passion for data. Excellent communication and stakeholder management skills. If you are an experienced Analytics Manager with the required background, please respond to this ad in the first instance with an up to date version of your CV for review.
17/10/2024
Full time
Leading Financial Services client in London is now seeking an experienced Analytics Manager to join on a permanent basis. This role is offering a base of £105,000 + a strong benefits package and very flexible working. The ideal Analytics Manager will have experience managing teams of 10 + Data Specialists and enjoys upskilling existing team members. They will also need experience developing data engineering strategies and roadmaps. To be considered for this role you will need the following: Experience managing teams of 10 + data specialists that have a broad range of skillsets. Good knowledge of Front End visualisation tool such as Tableau, Qlik and/or Power BI. Strong understanding of cloud-based data solutions, structures, theories and practices etc. Extensive experience in one of the programming languages such as Python, Java or C++. Proficiency with coding best practices, including version control via GitHub. Organised, structured, process driven and outcome oriented. Results-oriented, has an eye for detail and a passion for data. Excellent communication and stakeholder management skills. If you are an experienced Analytics Manager with the required background, please respond to this ad in the first instance with an up to date version of your CV for review.
Job Title: Cisco Secure Workload (Tetration) Migration Engineer Location: Remote Contract: 12 months Inside IR35 Job Overview: We are seeking an experienced Cisco Secure Workload (formerly Tetration) Migration Engineer to support the migration of critical applications from Legacy server hardware to new infrastructure. This project involves a high level of sensitivity due to the critical segmentation provided by Cisco Secure Workload, making it essential to ensure a seamless transition. In addition, you will assist in migrating from Tetration to Splunk, which is vital to our security monitoring capabilities. Key Responsibilities: Lead the migration of Cisco Secure Workload (Tetration) from old server hardware to new, ensuring minimal downtime and maintaining segmentation between critical applications. Collaborate with DevOps teams to automate and streamline the migration process using tools like Python, Ansible, and Nautobot. Support the migration from Tetration to Splunk, ensuring all security monitoring and analytics functions are successfully transitioned. Troubleshoot any issues that arise during the migration process, particularly related to segmentation policies and application dependencies. Work with key stakeholders to plan and execute weekend migrations to minimize business impact. Ensure that the new infrastructure is optimized for performance, security, and scalability. Required Skills & Experience: Expertise in Cisco Secure Workload (Tetration): Proven experience in managing and migrating Cisco Secure Workload, with a strong understanding of application segmentation and network visibility. DevOps Proficiency: Strong experience with automation tools such as Ansible , Python , and Nautobot to automate migration and configuration tasks. Experience with Splunk: Ability to assist with the migration to Splunk, ensuring all security and monitoring configurations are successfully moved. Server Hardware Migration: Experience with refreshing and migrating server hardware in a highly sensitive environment, ensuring minimal service disruption. Problem-Solving & Troubleshooting: Strong analytical skills to resolve issues that arise during migration, particularly those related to network segmentation and application dependencies. Attention to Detail: Ability to manage complex migration processes with precision and ensure compliance with security and performance requirements. Additional Information: Work Hours: Flexibility is required to support migrations outside of regular business hours, including weekends. Collaboration: This role requires working closely with IT infrastructure, network, and security teams to ensure the successful completion of the migration.
16/10/2024
Project-based
Job Title: Cisco Secure Workload (Tetration) Migration Engineer Location: Remote Contract: 12 months Inside IR35 Job Overview: We are seeking an experienced Cisco Secure Workload (formerly Tetration) Migration Engineer to support the migration of critical applications from Legacy server hardware to new infrastructure. This project involves a high level of sensitivity due to the critical segmentation provided by Cisco Secure Workload, making it essential to ensure a seamless transition. In addition, you will assist in migrating from Tetration to Splunk, which is vital to our security monitoring capabilities. Key Responsibilities: Lead the migration of Cisco Secure Workload (Tetration) from old server hardware to new, ensuring minimal downtime and maintaining segmentation between critical applications. Collaborate with DevOps teams to automate and streamline the migration process using tools like Python, Ansible, and Nautobot. Support the migration from Tetration to Splunk, ensuring all security monitoring and analytics functions are successfully transitioned. Troubleshoot any issues that arise during the migration process, particularly related to segmentation policies and application dependencies. Work with key stakeholders to plan and execute weekend migrations to minimize business impact. Ensure that the new infrastructure is optimized for performance, security, and scalability. Required Skills & Experience: Expertise in Cisco Secure Workload (Tetration): Proven experience in managing and migrating Cisco Secure Workload, with a strong understanding of application segmentation and network visibility. DevOps Proficiency: Strong experience with automation tools such as Ansible , Python , and Nautobot to automate migration and configuration tasks. Experience with Splunk: Ability to assist with the migration to Splunk, ensuring all security and monitoring configurations are successfully moved. Server Hardware Migration: Experience with refreshing and migrating server hardware in a highly sensitive environment, ensuring minimal service disruption. Problem-Solving & Troubleshooting: Strong analytical skills to resolve issues that arise during migration, particularly those related to network segmentation and application dependencies. Attention to Detail: Ability to manage complex migration processes with precision and ensure compliance with security and performance requirements. Additional Information: Work Hours: Flexibility is required to support migrations outside of regular business hours, including weekends. Collaboration: This role requires working closely with IT infrastructure, network, and security teams to ensure the successful completion of the migration.
Job Specification: Amazon Connect Engineer/Architect (Glasgow) Job Title : Amazon Connect Engineer/Architect Location : Glasgow, Scotland Employment Type : Full-Time/Contract/Permanent Department : IT/Cloud Solutions Reports to : Head of Cloud Infrastructure or CTO Salary : Competitive, based on experience Industry : Telecommunications, Cloud Solutions, Contact Centre Technologies Role Overview: The Amazon Connect Engineer/Architect will be responsible for the design, implementation, and management of Amazon Connect infrastructure to enhance customer service delivery. As a specialist in Amazon Connect, you will lead the development and integration of cloud-based contact centre solutions, ensuring scalable, efficient, and robust systems are deployed. This role requires an in-depth understanding of Amazon Web Services (AWS) technologies, VoIP systems, and customer experience optimization. Key Responsibilities: Solution Design & Architecture : Design scalable, reliable, and cost-effective Amazon Connect solutions. Develop architectural blueprints for contact centre solutions, leveraging Amazon Connect and associated AWS services (Lambda, Lex, Polly, etc.). Design IVR flows, call routing, and contact centre infrastructure for enterprise clients. Integrate third-party systems (CRMs, ERPs, etc.) with Amazon Connect. Implementation & Configuration : Implement and configure Amazon Connect services, including telephony and omnichannel features (voice, chat, email, etc.). Set up and configure AWS Lambda, DynamoDB, S3, CloudWatch, and other necessary AWS services to support Amazon Connect environments. Design, configure, and deploy IVR (Interactive Voice Response) systems, skill-based routing, and agent performance monitoring systems. Maintenance & Optimization : Continuously monitor and optimize the performance of Amazon Connect environments. Provide ongoing support and troubleshooting for cloud contact centre solutions, including handling integration issues and telephony failures. Maintain high availability, data integrity, and security compliance. Automation & Development : Develop scripts and automation tools to streamline and enhance the efficiency of the Amazon Connect setup (eg, automated call routing, self-service options). Utilize AWS Lambda and other serverless architectures to automate workflows and event-driven processes. Build and implement AI-driven functionalities using AWS Lex and Polly for chatbot and voice bot solutions. Collaboration & Support : Work closely with software engineers, IT teams, and client stakeholders to deliver customized solutions. Provide technical leadership and guidance to junior engineers and support staff. Interface with clients to gather requirements and provide regular updates on project progress. Skills and Experience: Essential : Proven experience (3-5+ years) as an engineer or architect specializing in Amazon Connect and AWS Cloud Technologies . Hands-on experience in configuring and deploying Amazon Connect instances, including IVR flows, call routing , and telephony systems . Proficiency with AWS services : Lambda, S3, DynamoDB, CloudFormation, IAM, API Gateway, SNS/SQS. Strong experience with VoIP technologies and telephony protocols (SIP, RTP, etc.). Knowledge of AWS Contact Center Intelligence services like Lex , Polly , and Kinesis . Familiarity with serverless computing and automation tools for building CI/CD pipelines in AWS. Experience with REST APIs and integrations with CRMs (eg, Salesforce, HubSpot). Strong understanding of data security , compliance (eg, GDPR) , and high-availability architectures . Desirable : AWS Certified Solutions Architect or AWS Certified Developer - Associate or Professional level. Experience with AWS Connect integrations with third-party platforms like Twilio, Zendesk, or ServiceNow. Experience in using reporting and analytics tools (eg, Amazon QuickSight or AWS CloudWatch for insights on call metrics). Familiarity with DevOps practices , including CI/CD, infrastructure as code (IaC), and containerization (eg, Docker, Kubernetes ).
11/10/2024
Job Specification: Amazon Connect Engineer/Architect (Glasgow) Job Title : Amazon Connect Engineer/Architect Location : Glasgow, Scotland Employment Type : Full-Time/Contract/Permanent Department : IT/Cloud Solutions Reports to : Head of Cloud Infrastructure or CTO Salary : Competitive, based on experience Industry : Telecommunications, Cloud Solutions, Contact Centre Technologies Role Overview: The Amazon Connect Engineer/Architect will be responsible for the design, implementation, and management of Amazon Connect infrastructure to enhance customer service delivery. As a specialist in Amazon Connect, you will lead the development and integration of cloud-based contact centre solutions, ensuring scalable, efficient, and robust systems are deployed. This role requires an in-depth understanding of Amazon Web Services (AWS) technologies, VoIP systems, and customer experience optimization. Key Responsibilities: Solution Design & Architecture : Design scalable, reliable, and cost-effective Amazon Connect solutions. Develop architectural blueprints for contact centre solutions, leveraging Amazon Connect and associated AWS services (Lambda, Lex, Polly, etc.). Design IVR flows, call routing, and contact centre infrastructure for enterprise clients. Integrate third-party systems (CRMs, ERPs, etc.) with Amazon Connect. Implementation & Configuration : Implement and configure Amazon Connect services, including telephony and omnichannel features (voice, chat, email, etc.). Set up and configure AWS Lambda, DynamoDB, S3, CloudWatch, and other necessary AWS services to support Amazon Connect environments. Design, configure, and deploy IVR (Interactive Voice Response) systems, skill-based routing, and agent performance monitoring systems. Maintenance & Optimization : Continuously monitor and optimize the performance of Amazon Connect environments. Provide ongoing support and troubleshooting for cloud contact centre solutions, including handling integration issues and telephony failures. Maintain high availability, data integrity, and security compliance. Automation & Development : Develop scripts and automation tools to streamline and enhance the efficiency of the Amazon Connect setup (eg, automated call routing, self-service options). Utilize AWS Lambda and other serverless architectures to automate workflows and event-driven processes. Build and implement AI-driven functionalities using AWS Lex and Polly for chatbot and voice bot solutions. Collaboration & Support : Work closely with software engineers, IT teams, and client stakeholders to deliver customized solutions. Provide technical leadership and guidance to junior engineers and support staff. Interface with clients to gather requirements and provide regular updates on project progress. Skills and Experience: Essential : Proven experience (3-5+ years) as an engineer or architect specializing in Amazon Connect and AWS Cloud Technologies . Hands-on experience in configuring and deploying Amazon Connect instances, including IVR flows, call routing , and telephony systems . Proficiency with AWS services : Lambda, S3, DynamoDB, CloudFormation, IAM, API Gateway, SNS/SQS. Strong experience with VoIP technologies and telephony protocols (SIP, RTP, etc.). Knowledge of AWS Contact Center Intelligence services like Lex , Polly , and Kinesis . Familiarity with serverless computing and automation tools for building CI/CD pipelines in AWS. Experience with REST APIs and integrations with CRMs (eg, Salesforce, HubSpot). Strong understanding of data security , compliance (eg, GDPR) , and high-availability architectures . Desirable : AWS Certified Solutions Architect or AWS Certified Developer - Associate or Professional level. Experience with AWS Connect integrations with third-party platforms like Twilio, Zendesk, or ServiceNow. Experience in using reporting and analytics tools (eg, Amazon QuickSight or AWS CloudWatch for insights on call metrics). Familiarity with DevOps practices , including CI/CD, infrastructure as code (IaC), and containerization (eg, Docker, Kubernetes ).