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Role: Amazon Connect Implementation and Support Engineer

Job Type: Permanent

Location: Letterkenny (Hybrid working model)

Join Tata Consultancy Services as an Amazon Connect Implementation and Support Engineer.

Join a global tech leader right here in Donegal. With over 850 employees and a state-of-the-art global delivery centre, we’re proud to offer world-class career opportunities without having to leave the Northwest. Recognised as Workplace of the Year by the Letterkenny Chamber, we foster a culture of continuous learning, innovation, and respect. Our people are at the heart of everything we do – collaborating across teams, geographies, and disciplines to drive real change for clients around the world. Be part of something global, grounded in Donegal.

Careers at TCS: It means more

TCS is a purpose-led transformation company, built on belief. We do not just help businesses to transform through technology. We support them in making a meaningful difference to the people and communities they serve - our clients include some of the biggest brands in the UK and worldwide. For you, it means more to make an impact that matters, through challenging projects which demand ambitious innovation and thought leadership.

* Be part of an exciting team who challenge themselves every day.

* Collaborate with customers and stakeholders.

* Work with customers and identify opportunities to support their strategy and improve their processes across functions

The Role

The Amazon Connect Engineer is responsible for the design, deployment, configuration, and support of Amazon Connect cloud contact center solutions. This role works closely with business stakeholders, solution architects, and developers to implement scalable and secure customer engagement platforms.

Key responsibilities:

The below outlines the main areas of responsibility:

* Design and implement Amazon Connect solutions for voice, chat, and omnichannel experiences.

* Configuring call flows, IVR, contact routing, Lambda integrations, and third-party tool integrations.

* Collaborate with stakeholders to understand business requirements and translate them into functional AWS connect solutions.

* Configure AWS services such as Lambda, Lex, S3 DynamoDB, CloudWatch, and IAM for seamless integration with Amazon Connect

* Manage integrations with CRMs, WFM tools, and analytics platforms

* Monitor and troubleshoot operational issues and optimize performance

* Create and maintain technical documents, SOPs, and knowledge bases

Your Profile

Core Technical Skills

Amazon Connect Development (Amazon Connect, Lex, Polly, etc.)

* Experience designing and deploying voice workflows using Amazon Connect.

* Integration with Lex for conversational AI and Polly for text-to-speech.

* Custom contact flows, Lambda integrations, and real-time analytics.

AWS Expertise

* Deep understanding of core AWS services: Lambda, DynamoDB, S3, CloudFormation, IAM, CloudWatch, etc.

* Experience with serverless architecture and microservices.

* Strong grasp of security best practices and cost optimization.

Telephony & Contact Centre Applications

* Knowledge of SIP, VoIP, IVR systems, and CTI integrations.

* Experience with call routing, queue management, and real-time dashboards.

* Familiarity with legacy systems and migration strategies to cloud-based platforms.

Required Qualifications

Extensive hands-on experience and Architecting Amazon Connect and related voice services.

Proven experience working with Contact Center as a Service (CCaaS) platforms.

Significant, demonstrable experience working with AWS in a professional setting.

Demonstrated experience with telephony systems and contact centre technologies.

Proven ability to lead technical initiatives and mentor team members.

Good to have:

AWS certified (AWS certified cloud Practitioner, Solutions Architect or AWS certified developer)

Rewards & Benefits

TCS is consistently voted a Top Employer in the UK and globally. Our competitive salary packages feature pension, health care, life assurance, laptop and access to extensive training resources and discounts within the larger Tata network.

We offer health & wellness initiatives and sports events; we are the proud sponsor of the London Marathon and partner with our local communities in Ireland.

Diversity, Inclusion and Wellbeing

Tata Consultancy Services UK&I is committed to meeting the accessibility needs of all individuals in accordance with the Ireland Employment Equality Acts 1998-2011 (as amended) and the Equal Status Acts 2000-2012 (as amended).

We welcome and embrace diversity in race, nationality, ethnicity, disability, neurodiversity, gender identity, age, physical ability, gender reassignment, sexual orientation. We are a disability inclusive employer and encourage disabled people to apply for this role.

As a Disability Confident Employer, we offer an interview to applicants with disabilities or long-term conditions who meet the minimum criteria for the role. Please email us at [email protected] if you would like to opt in.

If you are an applicant who needs any adjustments to the application process or interview, please contact us at [email protected] with the subject line: “Adjustment Request” or email [email protected] to request an adjustment. We welcome requests prior to you completing the application and at any stage of the recruitment process.

Beware of Fraudulent offers

This is to notify you that TCS does not ask for any sort of payment or security deposit from candidates at any stage of the recruitment process. The firm never sends out job offers from free internet email services like Gmail, Yahoo Mail, and so on. TCS has not authorised any third-party company to collect money on their behalf. As a vigilant job seeker, beware of fraudulent recruitment activity and protect your interests! You can write to [email protected] to report any fraudulent activity.

Due to the high volume of applications, we will be unable to contact each applicant individually on the status of their application. If you have not received a direct response within 30 days, then it should be deemed unsuccessful on this occasion.

Join us and do more of what matters. Apply online now.