Senior UX Specialist, AWS

Role Overview

• Amazon Connect Customisation & Build
• 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 activities.
• 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

• 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
• Experience with Amazon Q, Contact Lens and GenAI-driven agent assist tools (desirable)
• Exposure to workflow automation or process mining tools (desirable)
• Experience supporting large-scale contact centre transformations (desirable)
• Relevant AWS certifications (e.g. Developer, Solutions Architect or specialty certifications) (desirable)

Tech Stack

• AWS
• DynamoDB
• ERP

Benefits

• 23 days’ holiday (rising to 27) with the opportunity to buy extra leave
• The opportunity to take a paid day out of the office, volunteering for our charity partners or a cause of your choice
• Auto-enrolment to our company pension, life assurance, a cycle2work scheme, 15 weeks’ fully paid maternity, adoption and shared parental leave, paternity pay of two weeks…and plenty more
• Voluntary benefits designed to suit your lifestyle – from discounts on retail and socialising, to health & wellbeing, travel and technology
• Access to our Employee Network Groups, which represent every strand of diversity and allow colleagues to connect and learn from each other on an open, inclusive platform
• You’ll get the chance to follow your chosen career path anywhere in Capita.
• You’ll be joining a network of experienced, innovative and dedicated individuals across multiple disciplines and sectors. There are countless opportunities to learn new skills and develop in your career, and we’ll provide the support you need to do just that.