Customer Experience Engineer

About CX Studio

CX Studio is a boutique customer experience consultancy that specialises in Amazon Connect and the broader AWS ecosystem to deliver exceptional customer experiences. We have been building, innovating, and deploying Amazon Connect solutions since the platform launched in 2017, with global deployments ranging from 10 to thousands of agents. Our expertise spans financial services, public sector, healthcare, and travel and hospitality, delivering secure, high-volume contact centre systems.

Alongside our professional services, our SaaS product Cato provides operational management, real-time analytics, and extended compliance recording for Amazon Connect. As an AWS Service Delivery Partner with AWS Qualified Software designation, we combine deep domain knowledge with cutting-edge AWS technology to drive real business outcomes.

The Role

We are looking for a Customer Experience Engineer to join our team, working directly with customers to design, build, and deliver Amazon Connect solutions. In this role, you will be the primary technical point of contact for our customers, translating business requirements into efficient, well-architected solutions across the full Amazon Connect platform.

You will design customer journeys spanning inbound, outbound, and self-service channels. You will architect and deliver AI-powered self-service and agent-assistance solutions, build integrations with customer systems such as CRMs and ITSMs, and lead migrations from other contact centre platforms to Amazon Connect. Your solutions will follow AWS Well-Architected principles for security, reliability, cost optimisation, operational excellence, performance efficiency, and sustainability.

Strong communication skills are essential. You will work directly with customers and senior stakeholders, running effective meetings with both technical and non-technical audiences, soliciting requirements, and diagramming solutions in real time. You will document your solutions clearly, covering how they are constructed, tested, operated, and how they fit into the bigger picture.

Beyond customer delivery, you will have the opportunity to contribute to our SaaS product, Cato, helping to shape its roadmap and deliver new features. You will create technical content, including internal documentation, how-to guides, and external blog posts, and contribute to events that educate technical and business audiences.

This role offers a clear progression path to Senior Customer Experience Engineer, with the opportunity to lead strategic customer engagements and shape the technical direction of a growing CX specialist company.

Basic Qualifications

• Bachelor's degree in Computer Science or a related field, or equivalent practical experience
• 3+ years of hands-on experience with Amazon Connect, including designing customer journeys and routing strategies across inbound, outbound, and self-service channels
• Experience with Amazon Connect analytics, quality management, and workforce management features
• Strong understanding of telecommunications protocols and contact centre integrations
• Software development experience building contact centre integrations using JavaScript and Python, with hands-on experience in AWS serverless technologies (AWS Lambda, Amazon DynamoDB, AWS Step Functions, Amazon SQS)
• Experience with Amazon Lex for conversational AI
• Solid understanding of RESTful API design and integration with third-party systems
• Knowledge of CRM systems integration (Salesforce, ServiceNow, etc.)
• Experience with Infrastructure as Code using AWS CDK or AWS CloudFormation
• Strong verbal and written communication skills, with the ability to explain technical concepts to both technical and non-technical audiences, including senior stakeholders
• Right to work in the UK without requiring visa sponsorship now or in the future

Preferred Qualifications

• AWS Associate Level Certification (Solutions Architect Associate or Developer Associate preferred); if not held on entry, required during the three-month probation period, with Professional Level Certification expected within nine months
• Experience with AI-powered self-service and agent-assistance solutions
• Experience with agentic AI patterns, including Amazon Connect AI Agents, Amazon Bedrock, prompt engineering, retrieval-augmented generation (RAG), and Model Context Protocol (MCP)
• Experience migrating from enterprise contact centre platforms (Genesys, Avaya, Cisco, NICE, etc.) to Amazon Connect
• Experience with Amazon Connect Forecasting, Capacity Planning, and Scheduling
• Experience applying full software development lifecycle best practices, including coding standards, code reviews, source control management, automated testing, and continuous deployment
• Knowledge of security and compliance standards relevant to contact centre environments
• Experience presenting at technical events, writing blog posts, or creating technical content for external audiences

What We Offer

You will join a focused, highly skilled team where your work has a direct impact on both our product and our customers. We invest in your growth through professional certification support and continuous exposure to complex, real-world challenges across diverse industries.

We offer a competitive salary with an annual review, a performance bonus, private health insurance, life insurance, and a workplace pension scheme. You will receive 25 days of annual leave plus public holidays, fully remote working from anywhere in the UK, and business travel insurance. We cover the cost of AWS certification exams as part of your professional development, and reimburse expenses for business travel.

Please note: CX Studio does not currently offer visa sponsorship. Applicants must have the right to work in the UK.

How to Apply

To apply, send your CV and a short cover note.