Software Engineer III - Cloud Contact Center Engineer

At JP Morgan Chase, we understand that customers seek exceptional value and a seamless experience from a trusted financial institution. That's why we launched Chase UK to transform digital banking with intuitive and enjoyable customer journeys. With a strong foundation of trust established by millions of customers in the US, we have been rapidly expanding our presence in the UK and soon across Europe. We have been building the bank of the future from the ground up, offering you the chance to join us and make a significant impact.

As a Software Engineer III - Cloud Contact Center Engineer at JPMorgan Chase within Chase UK, you will design, implement, and support our enterprise contact center solutions using Amazon Connect and AWS services

Job Responsibilities

• Design, deploy, and manage Amazon Connect contact center solutions for voice and chat.
• Implement and support call/chat flows, IVR, routing profiles, queues, and agent configurations in Amazon Connect.
• Integrate with CRM platform Salesforce.
• Integrate Amazon Connect with other AWS services (e.g., Lambda, S3, DynamoDB, Kinesis, SNS/SQS, CloudWatch).
• Develop and maintain infrastructure as code using Terraform for repeatable and scalable deployments.
• Collaborate with cross-functional teams to gather requirements and deliver robust contact center features.
• Monitor, troubleshoot, and optimize contact center performance and reliability.
• Automate operational tasks and deployments using CI/CD pipelines.
• (Optional/Plus) Develop backend services and integrations using Java or Python.

Required qualifications, capabilities and skills

• Hands-on experience, 3+ years, with Amazon Connect configuration and administration (working closely with contact center requirements).
• Strong knowledge of AWS services (Lambda, S3, DynamoDB, IAM, CloudWatch, etc.).
• Proficiency with Terraform for AWS infrastructure provisioning.
• Backend development experience in Java or Python or Golang
• Experience with contact center concepts: IVR, call/chat routing, agent management, reporting.
• Familiarity with REST APIs, CI/CD tools and automation.
• Excellent troubleshooting and communication skills.

Preferred qualifications, capabilities and skills

• Experience with AWS CDK or CloudFormation.
• Knowledge of Amazon Connect AI Agents, Amazon Connect Agent Workspace, Amazon Lex(bots), Kinesis, or other AWS AI/ML services.
• AWS certification(s) (e.g., Solutions Architect, DevOps Engineer).