Here at Cognizant, we work with clients across the UK to help modernise their businesses.
Cognizant's Salesforce services span across Consulting & Advisory services, design, implementation, and continuous value enhancement. Our customers especially value our ability to provide Salesforce advisory and execution capabilities for complex end-to-end multi-cloud, multi country deployments across the entire spectrum of Customer Experience (CX), be it Sales, Service (including Field Service), Marketing, Commerce, Analytics & Integration. Our dedicated Salesforce practice harnesses the full power of Salesforce products and innovations, while leveraging our design thinking, consultive approach, and CX expertise to create new digital experiences for customers.
We are currently recruiting a hands‑on AWS Connect to join our Customer Experience Technology team to drive the evolution of our cloud contact centre platform for a financial services organisation.
You'll be at the forefront of evolving our cloud contact centre platform, leveraging the latest AWS Connect capabilities to deliver smarter, faster, and more personalised customer interactions.
This is a hands-on engineering role where you'll design, build, and optimise features across the full Connect ecosystem — from AI-powered contact flows to real-time analytics — making a direct impact on how thousands of customers experience the brand every day.
This role is based in Nottingham and requires travel to the client’s office 3 times/ week.
Some of your key responsibilities will be to:
- Design, build, and maintain Amazon Connect contact flows and routing logic tailored to financial customer journeys (account enquiries, payments, disputes)
- Lead delivery of new platform capabilities for agent assist, AI-powered IVR, and Contact Lens sentiment and compliance analysis
- Integrate AWS Connect with core banking systems, CRM platforms and fraud/risk engines via Lambda, API Gateway, and event-driven architectures
- Ensure all contact centre workflows comply with regulations, PCI-DSS standards, and GDPR data handling requirements — including call recording governance and data retention policies
- Implement secure authentication flows, knowledge-based authentication (KBA), and step-up verification for high-risk transactions
- Build robust real-time and historical reporting using Contact Lens and Connect Analytics to support operational, compliance, and regulatory reporting needs
- Support outbound dialling campaigns in adherence with FCA consumer duty obligations and Ofcom regulations
- Collaborate with Information Security, Risk, and Compliance teams to ensure platform changes pass internal governance and third-party audit requirements
- Own infrastructure-as-code deployments (Terraform / CloudFormation) with full change management documentation suitable for regulated environments
- Participate in DR/BCP planning and testing to meet financial services resilience obligations
What will make you successful:
- Hands-on Amazon Connect experience, ideally within financial services, fintech, or another regulated industry
- Deep knowledge of building compliant contact flows — PCI-DSS scope reduction, call recording pause/resume, and secure data handling
- Experience integrating Connect with core banking or financial CRM systems via REST APIs and AWS Lambda
- Proven background in CCaaS platforms and contact centre engineering with a good understanding of contact centre workflows, IVR design, routing, and operations.
- Proficiency in Python or Node.js for Lambda-based integrations
- Understanding of FCA regulations, Consumer Duty, and GDPR as they apply to customer contact operations
- Experience with Contact Lens for compliance monitoring, sentiment analysis, and quality management
- Experience with Terraform or CloudFormation in a governed, multi-environment AWS estate
Here at Cognizant, we work with clients across the UK to help modernise their businesses.
Cognizant’s Salesforce services span across Consulting & Advisory services, design, implementation, and continuous value enhancement. Our customers especially value our ability to provide Salesforce advisory and execution capabilities for complex end-to-end multi-cloud, multi country deployments across the entire spectrum of Customer Experience (CX), be it Sales, Service (including Field Service), Marketing, Commerce, Analytics & Integration. Our dedicated Salesforce practice harnesses the full power of Salesforce products and innovations, while leveraging our design thinking, consultive approach, and CX expertise to create new digital experiences for customers.
We are currently recruiting a hands‑on AWS Connect to join our Customer Experience Technology team to drive the evolution of our cloud contact centre platform for a financial services organisation.
You’ll be at the forefront of evolving our cloud contact centre platform, leveraging the latest AWS Connect capabilities to deliver smarter, faster, and more personalised customer interactions.
This is a hands-on engineering role where you’ll design, build, and optimise features across the full Connect ecosystem — from AI-powered contact flows to real-time analytics — making a direct impact on how thousands of customers experience the brand every day.
This role is based in Nottingham and requires travel to the client’s office 3 times/ week.
Some of your key responsibilities will be to:
- Design, build, and maintain Amazon Connect contact flows and routing logic tailored to financial customer journeys (account enquiries, payments, disputes)
- Lead delivery of new platform capabilities for agent assist, AI-powered IVR, and Contact Lens sentiment and compliance analysis
- Integrate AWS Connect with core banking systems, CRM platforms and fraud/risk engines via Lambda, API Gateway, and event-driven architectures
- Ensure all contact centre workflows comply with regulations, PCI-DSS standards, and GDPR data handling requirements — including call recording governance and data retention policies
- Implement secure authentication flows, knowledge-based authentication (KBA), and step-up verification for high-risk transactions
- Build robust real-time and historical reporting using Contact Lens and Connect Analytics to support operational, compliance, and regulatory reporting needs
- Support outbound dialling campaigns in adherence with FCA consumer duty obligations and Ofcom regulations
- Collaborate with Information Security, Risk, and Compliance teams to ensure platform changes pass internal governance and third-party audit requirements
- Own infrastructure-as-code deployments (Terraform / CloudFormation) with full change management documentation suitable for regulated environments
- Participate in DR/BCP planning and testing to meet financial services resilience obligations
What will make you successful:
- Hands-on Amazon Connect experience, ideally within financial services, fintech, or another regulated industry
- Deep knowledge of building compliant contact flows — PCI-DSS scope reduction, call recording pause/resume, and secure data handling
- Experience integrating Connect with core banking or financial CRM systems via REST APIs and AWS Lambda
- Proven background in CCaaS platforms and contact centre engineering with a good understanding of contact centre workflows, IVR design, routing, and operations.
- Proficiency in Python or Node.js for Lambda-based integrations
- Understanding of FCA regulations, Consumer Duty, and GDPR as they apply to customer contact operations
- Experience with Contact Lens for compliance monitoring, sentiment analysis, and quality management
- Experience with Terraform or CloudFormation in a governed, multi-environment AWS estate
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