Amazon Customer Connect & Service Platform Specialist

Job description

About Us Our teams are putting the world's retailers online using cloud technology, robotics, AI and automation. Through the Ocado Smart Platform (OSP), we provide innovative technology and operational services to partners globally, supporting highly automated fulfilment centres and world-class online grocery operations. As our technology evolves, we're investing in modern cloud-based platforms that enhance the experience of our colleagues, customers and operational teams. This is an exciting opportunity to play a key role in supporting and developing the technology that underpins our global service operations. About the Role We're looking for an experienced Amazon Customer Connect & Service Platform Specialist to join our Service Assurance team. This is a hands-on technical role that will take ownership of our Amazon Customer Connect platform, the customer and agent portals built around it, and the data and API connections that link it to the rest of our operation. Today the platform is built and supported with a third-party delivery partner. A planned handover will move it in-house, and you'll be the technical expert who makes that happen: taking on the environments, code, pipelines and day-to-day running, and building the skills and tooling that let us manage, support and evolve the platform ourselves. You'll keep the platform secure, reliable and fit for purpose for the partners, resolver teams and service desk colleagues who rely on it every day, working with Service Assurance, Engineering, Data and Product teams, and with our partner through a planned handover. What You'll Be Doing • Lead In-House Transition: Carry out the technical handover of Amazon Customer Connect from our third-party delivery partner, working to the plan set by our transition lead: absorb the knowledge, take over access, and confirm each component is understood, documented and working before it moves in-house. • Platform Ownership: Take ownership of the day-to-day administration, configuration and support of Amazon Customer Connect, including Amazon Connect Cases and tasks, the Agent Workspace and the custom built customer and agent portals. • Core Configuration: Own the configuration of contact flows, queues, routing profiles, case templates and fields, users, security profiles and workflows, keeping it documented and repeatable. • Environment & Infrastructure Management: Take over our AWS environments (Sandbox, Development, SIT and Production), including deployment pipelines, IAM, service quotas, monitoring and alerting, and controlled promotion of changes between them. • Application Maintenance & AI Integration: Build our ability to maintain and develop the portals and integration layer ourselves, including source code, build and release processes, using AI-assisted development tools to understand existing code, speed up delivery and generate documentation. • Integrations & Schemas: Design, document and support API, event and webhook integrations between Amazon Connect and downstream tools, owning the JSON payloads, field mappings and case schema as an integration contract. • User Onboarding & Data Security: Manage user and partner onboarding, including bulk loads, single sign-on through Microsoft Entra ID, joiner, mover and leaver processes, and strict separation of data between partner organisations. • Data Flow & Analytics Support: Support the flow of case event data through Amazon Kinesis into Google Cloud and BigQuery, and resolve gaps that affect SLA, time-based and operational reporting. • Incident & Support Governance: Support major incident communications (distribution lists, notification templates) and set up support for the platform: monitor health, triage defects/requests, resolve issues, and flag technical risks during handover. • Vendor & Stakeholder Collaboration: Work with our third-party partner day to day during transition (walkthroughs, change requests, deliverable reviews) and provide technical input for stepping down their support. • Process Excellence & Roadmap: Manage platform changes through appropriate gover