Amazon Connect/Voice Architect

JP Morgan

Location: Greater London

Job Type: Full time

Posted

The most difficult thing is the decision to act, the rest is merely tenacity.
- Amelia Earhart

Amazon Connect/Voice Architect - Chase

Here at JPMorgan Chase & Co., we know that people want great value combined with an excellent experience, from a bank they can trust. With that in mind, we launched a new digital bank called Chase – to revolutionise mobile banking by creating seamless digital journeys that our customers love. For us, that means keeping ourselves customer obsessed and always being open to trying new things. Above all, it's about working with people who are passionate about building the bank of the future.

We’re excited to be expanding our Chase UK Customer Servicing Engineering practice, and we’re looking for hands-on full stack ‘minded’ engineers from all technical disciplines who are intellectually curious, customer obsessed, and love solving complex problems. In return we’ll help you expand your skills, as you’ll be working as part of a Global team, building and supporting an innovative cloud based technology platform for the firm.

Culture is as important to us and we are looking for intellectually curious individuals with a passion for solving hard problems by using the right technologies to deliver impact. The ideal candidates would like to expand their skills whilst working on a new exciting venture for the firm. Your work will have a massive impact, both on us as a company, as well as our clients and our business partners around the world. This role will be in Edinburgh with opportunities for travel.

Summary:

As an Amazon Connect/Voice Architect you will be responsible for the technical stack underpinning our Contact Center, which is built on Amazon Connect but leverages many AWS technologies. Customer servicing is a pillar of Chase and therefore, previous AWS and Amazon Connect architecture experience as well as a history in the voice space, is essential.

Attitudinal, Behavioural and Cultural

  • Worked in agile development environments
  • Can demonstrate instances of taking ownership and accountability for delivery components
  • Willing to develop new skills and experience
  • Operates effectively in high pressure situations (like sev 1 incidents)

Background & Experience

  • Previous Amazon Connect architecture, support and development experience
  • IVR & Voice Application design
  • Real-time and Historical Reporting (Platform independent – Cisco, Avaya, Genesis etc. – we appreciate it is unlikely that a candidate will have vast experience in this area on Amazon Connect)
  • Call Recording, QM, AQM & Speech Analytics (not essential)
  • Workforce Management (not essential)

Amazon Connect specific experience

  • Feature design and architecture
  • Call flow design
  • Development of flows including Lambda integration (essential)
  • Administration covering the platform as a whole (essential)

AWS DevOps

  • Lambda, Kinesis, S3, IAM (essential)
  • Development experience a significant plus (Python, Node.JS)
  • CI/CD a significant plus (CloudFormation, Terraform etc.)

AWS certification in at least one of DevOps or Dev Associate a significant plus

You’ve got this!