Amazon Connect Engineer

Role overview

Tata Consultancy Services is hiring a permanent Amazon Connect Engineer for its Letterkenny operation, working in a hybrid model. The position sits within a global technology environment in Donegal, where teams collaborate across disciplines to build solutions for clients worldwide. TCS highlights a culture focused on learning, innovation, respect, and meaningful impact.

About the company

TCS describes itself as a purpose-driven transformation organisation that helps major brands in the UK and globally improve outcomes through technology. The company says its Letterkenny site has more than 850 employees and a modern global delivery centre, and notes that the location has been recognised as Workplace of the Year by the Letterkenny Chamber.

What the role involves

The Amazon Connect Engineer will handle the architecture, implementation, configuration, and support of cloud contact-centre solutions built on Amazon Connect. The role requires close partnership with business stakeholders, solution architects, and developers to deliver secure, scalable customer engagement platforms.

• Design and deploy Amazon Connect solutions for voice, chat, and multichannel customer journeys.
• Build and configure call flows, IVR, routing logic, Lambda-based integrations, and connections to third-party tools.
• Work with stakeholders to capture business needs and convert them into practical AWS Connect solutions.
• Set up and manage AWS components including Lambda, Lex, S3, DynamoDB, CloudWatch, and IAM to support Amazon Connect integrations.
• Maintain integrations with CRM systems, workforce management tools, and analytics platforms.
• Track, diagnose, and resolve operational problems while improving platform performance.
• Prepare and update technical documentation, SOPs, and knowledge resources.

Technical requirements

Applicants should bring strong hands-on experience in Amazon Connect and related voice services, together with proven delivery in AWS and contact-centre environments. The role also expects familiarity with telephony systems and the ability to guide technical work and support teammates.

• Practical experience designing and launching voice workflows in Amazon Connect.
• Working knowledge of Lex for conversational AI and Polly for speech output.
• Ability to create custom contact flows, connect Lambda functions, and support real-time analytics.
• Strong grasp of AWS services such as Lambda, DynamoDB, S3, CloudFormation, IAM, and CloudWatch.
• Experience with serverless design patterns and microservices.
• Understanding of security controls and cost-aware cloud design.
• Knowledge of SIP, VoIP, IVR, and CTI integrations.
• Experience with call routing, queue handling, and live dashboards.
• Exposure to legacy telephony platforms and migration to cloud-based contact centres.
• Ability to lead technical initiatives and mentor other team members.

Qualifications

Candidates should have substantial, demonstrable experience architecting Amazon Connect and related voice solutions, along with professional AWS experience and exposure to Contact Center as a Service platforms. Experience with telephony and contact-centre technologies is also required.

Preferred certifications

Having an AWS certification is considered an advantage, especially AWS Certified Cloud Practitioner, AWS Solutions Architect, or AWS Certified Developer.

Rewards and benefits

TCS states that its compensation package is competitive and includes pension, health care, life assurance, a laptop, access to extensive training resources, and discounts across the wider Tata network. Additional perks include health and wellness initiatives, sports events, sponsorship of the London Marathon, and community engagement in Ireland.

Inclusion and accessibility

The company says it is committed to accessibility and equal opportunity under Irish equality legislation. It welcomes applicants from diverse backgrounds, including race, nationality, ethnicity, disability, neurodiversity, gender identity, age, physical ability, gender reassignment, and sexual orientation. TCS identifies itself as a disability-inclusive employer and offers interviews to disabled applicants or those with long-term conditions who meet the minimum criteria. Candidates who need application or interview adjustments can request support by emailing UKI.recruitment@tcs.com with the subject line “Adjustment Request”, or by contacting Jennifer.long@tcs.com.

Application support

If you need help completing the application or require the document in another format, contact UKI.recruitment@tcs.com with the subject line “Application Support Request”.

Fraud warning

TCS says it never requests any payment or security deposit from candidates at any stage of recruitment, and it does not issue job offers from free email providers such as Gmail or Yahoo Mail. It also states that no third-party company is authorised to collect money on its behalf. Suspicious recruitment activity can be reported to UKI.recruitment@tcs.com.

Recruitment notice

The company notes that, because of high application volumes, it may not contact every applicant individually. If no direct response is received within 30 days, the application should be considered unsuccessful.