Design, configure and enhance Amazon Connect contact flows, routing, queues and agent experiences.
Implement AWS-native capabilities including Amazon Q, Contact Lens, Lex, Lambda and IVR/IVA logic.
Integrate Amazon Connect with external systems (e.g. CRM, ERP, case management, knowledge platforms) via APIs and secure authentication.
Lead customisation of widgets, chat interfaces, callbacks and omnichannel orchestration.
Optimise telephony and digital pathways to improve containment, handle time and resolution.
UX & Service Design
Shape intuitive customer and agent journeys across voice, chat and digital channels.
Apply UX and service design principles to reduce friction, increase self-service and improve accessibility.
Map and redesign end-to-end customer journeys to improve efficiency, accessibility and experience.
Conduct UX/UI evaluations for customer entry points and agent user interfaces.
Design conversational AI journeys that are intuitive, natural and guidance-rich.
Champion simplicity, consistency and inclusive design across all channels.
Data-Driven Optimisation
Use real-time analytics, Contact Lens insights and behavioural data to identify improvement opportunities.
Define and monitor UX metrics including customer effort, containment and agent experience indicators.
Partner with MI and analytics teams to embed continuous improvement cycles.
Collaboration & Delivery Support
Work closely with Operations, TechOps, Knowledge, Training and Product teams to translate requirements into effective journeys.
Contribute specialist expertise to transformation programmes, mobilisations and bid activity.
Act as a senior Amazon Connect SME in design authority, governance and client workshops.
Support testing, validation, release cycles and post-deployment assessments.
Governance, Security & Compliance
Ensure all customisations align to Capita security standards, AWS best practice and compliance frameworks.
Maintain clear documentation of designs, flows, integrations and architectural decisions.
Ensure UX, IVR and IVA content meets accessibility and inclusive design standards.
Requirements
Essential Experience:
Proven experience configuring Amazon Connect in live production environments.
Strong working knowledge of AWS services including Lambda, CloudWatch, S3, API Gateway, Kinesis, DynamoDB and IAM.
Demonstrable experience in UX and service design, ideally within contact centre or public sector digital services.
Experience translating complex operational requirements into effective digital journeys.
Proficiency in JSON, API integration and automation scripting.
Strong understanding of omnichannel journey design (voice, chat, messaging and digital).
Ability to communicate technical concepts clearly to non-technical stakeholders.
Desirable:
Experience with Amazon Q, Contact Lens and GenAI-driven agent assist tools.
Exposure to workflow automation or process mining tools.
Experience supporting large-scale contact centre transformations.
Relevant AWS certifications (e.g. Developer, Solutions Architect or specialty certifications).
What Success Looks Like
Amazon Connect journeys are intuitive, efficient and scalable across all channels.
Customer effort is reduced and self-service and containment are increased.
Agent experience is improved through clear, well-designed tooling and guidance.
UX decisions are data-led and continuously optimised.
Citizen Contact Transformation outcomes are enabled through high-quality AWS and UX delivery.
Why Join Us?
This is an opportunity to directly influence a majo
Additional Information
We're seeking a hands-on, innovative Operations AWS Senior UX Specialist to play a pivotal part in Capita's Citizen Contact Transformation Programme.
You'll shape how citizens and agents experience contact centre services through intuitive, efficient and scalable digital journeys-working at the intersection of Amazon Connect customisation, UX design and service optimisation.
This role directly influences customer experience, agent effectiveness and operational performance across public sector and regulated environments.
You'll work closely with programme leadership, operations, technology and product teams to design and optimise end-to-end contact experiences across voice, chat, digital and AI-assisted channels.
The Operations AWS Senior UX Specialist is responsible for designing, configuring and optimising Amazon Connect solutions that underpin Capita's Citizen Contact platform and wider contact centre services.
You'll bridge technical solution design, UX and service design, ensuring customer journeys, agent experiences and digital workflows are intuitive, efficient and insight-driven.
You'll ensure that end-to-end contact experiences are scalable, compliant and aligned to transformation objectives across contact centre and back office services.
Job title:
Operations AWS Senior UX Specialist
Job Description:
Capita · Home-based -, UK