Software Engineer II - Amazon Connect & AWS Contact Center Solutions

The Specialist, Technology Solutions is a senior-level individual contributor with deep subject matter expertise in Amazon Connect and AWS platform services, who independently leads complex, cross-functional analyses and solution design initiatives. Acting as a bridge between business stakeholders and technical teams, this role evaluates ambiguous business needs, develops innovative process models, and delivers data-driven recommendations that inform strategic decisions and major technology investments.

The analyst translates requirements into scalable, secure AWS-based Contact Center solutions leveraging AWS Connect and adjacent platform services such as IAM, Lambda, Lex, Bedrock, DynamoDB, Glue, and QuickSight, while ensuring alignment with information security and enterprise architecture standards. They influence project direction by identifying system interdependencies, assessing feasibility and risk, and guiding stakeholders toward high-value outcomes that improve service quality and operational efficiency.

Success in this role is demonstrated through the delivery of comprehensive analytical outputs that withstand technical scrutiny, high-quality requirements that minimize scope creep, and measurable business impact from implemented solutions. The Technology Solution Analyst models strong customer centricity, adaptability, collaboration, innovation, critical thinking, and technical acumen; mentors other analysts; facilitates cross-functional working sessions; and consistently raises the performance bar by challenging assumptions and upholding analytical integrity.

Key Responsibilities:

• Business Analysis & Requirement Gathering:
• Work closely with business stakeholders, including sales, marketing, and customer service teams, to gather requirements and understand their needs.
• Translate business requirements into functional CCaaS specifications, ensuring solutions align with organizational objectives.
• Document user stories, workflows, and process maps to inform Salesforce configurations and enhancements.
• CCaaS Configuration :
• Configure and customize CCaaS applications to meet business needs, including creating call flows, workflows, routing rules, reporting and automations.
• Work with Salesforce developers when necessary to implement advanced solutions, ensuring proper integration with other systems.
• Manage AWS IAM user roles, permissions, profiles, and sharing settings to ensure appropriate access and data security.
• Data Management & Reporting:
• Oversee data integrity within the Callcenter estate by implementing data pipelines and reporting workloads that provide visibility into key operational metrics including agent performance, call volumes and cost attribution / allocation.
• Create and maintain CCaaS reports and dashboards to provide actionable insights and support decision-making for various departments.
• Training & Support:
• Provide training and support to Call Center users across Pearson, helping them understand and make the best use of features and capabilities.
• Troubleshoot issues and provide prompt support for Call Center-related problems, escalating complex issues to Vendor technical support when needed.
• Develop user guides, documentation, and training materials to improve user proficiency and engagement with the Call Center.
• Process Optimization:
• Identify opportunities to optimize business processes through automation, integration, and customization of AWS, Five9 and related Call Center applications.
• Work with stakeholders to continuously improve and streamline workflows, ensuring the platform supports operational efficiency.
• Conduct regular system audits to ensure optimal performance and compliance with company standards and industry regulations.
• Collaboration & Communication :
• Collaborate with Salesforce administrators, developers, and other IT team members to ensure smooth implementation of system changes and enhancements.
• Serve as a liaison between technical teams and non-technical business users, ensuring clear communication of requirements and solutions.
• Stay up to date on Salesforce platform updates and new features, evaluating their potential benefits to the organization.

Key Skills & Qualifications:

• Education:
• Bachelor’s degree in business, Information Technology, Computer Science, or related field. Salesforce certifications (e.g., Salesforce Certified Administrator, Salesforce Certified Business Analyst) are preferred.
• Experience:
• 4+ years of experience working as a AWS Solution Analyst, AWS Connect Administrator, or a related role.
• Hands-on experience with CCaaS configuration and customization, including the design of call flows, routing rules, reporting and automations.
• Experience in business analysis, translating functional business needs into system requirements.
• CCaaS Expertise:
• Strong understanding of AWS Connect, Five9, Calabrio, and other CCaaS platforms.
• Knowledge of AWS Athena, Glue, Quick Sight and other Cloud-based Business Intelligence and Reporting tools, especially AWS
• Familiarity with Dynamo DB, Lambda, Kinesis, Lex, Bedrock, API Gateway and other AWS Connect-adjacent AWS PaaS offerings.
• Salesforce Knowledge:
• Foundational understanding of Salesforce CRM, especially Service Cloud and Service Cloud Voice, and other relevant modules.
• Knowledge of Salesforce dashboards, reporting and screen flows
• Familiarity with CTI integrations and the configuration of Service Cloud Voice (SCV)
• Analytical Skills:
• Excellent analytical and problem-solving skills, with the ability to translate business requirements into technical solutions.
• Strong attention to detail and commitment to data accuracy and integrity.
• Ability to analyze large datasets and generate meaningful insights.
• Communication & Collaboration:
• Strong interpersonal and communication skills, with the ability to engage with both technical and non-technical stakeholders.
• Ability to work effectively in a team environment and collaborate across departments.
• Experience in delivering training and support to end users.
• Additional Competencies:
• Strong time management skills and ability to handle multiple tasks and projects simultaneously.
• Adaptable and open to learning new technologies and methodologies.
• Experience with Agile methodologies and project management tools is a plus.