Amazon Connect Voice Engineer

at  Capital One UK

WHAT YOU SHOULD KNOW ABOUT HOW WE RECRUIT

We pride ourselves on hiring the best people, not the same people. Building diverse and inclusive teams is the right thing to do and the smart thing to do. We want to work with top talent: whoever you are, whatever you look like, wherever you come from. We know it’s about what you do, not just what you say. That’s why we make our recruitment process fair and accessible. And we offer benefits that attract people at all ages and stages.

We also partner with organisations including the Women in Finance and Race At Work Charters, Stonewall and upReach to find people from every walk of life and help them thrive with us. We have a whole host of internal networks and support groups you could be involved in, to name a few:

• REACH – Race Equality and Culture Heritage group focuses on representation, retention and engagement for associates from minority ethnic groups and allies
• OutFront – to provide LGBTQ+ support for all associates
• Mind Your Mind – signposting support and promoting positive mental wellbeing for all
• Women in Tech – promoting an inclusive environment in tech
• EmpowHER - network of female associates and allies focusing on developing future leaders, particularly for female talent in our industry

Capital One is committed to diversity in the workplace.
If you require a reasonable adjustment, please contact ukrecruitment@capitalone.com All information will be kept confidential and will only be used for the purpose of applying a reasonable adjustment.
For technical support or questions about Capital One’s recruiting process, please send an email to Careers@capitalone.com
Capital One does not provide, endorse nor guarantee and is not liable for third-party products, services, educational tools or other information available through this site.
Capital One Financial is made up of several different entities. Please note that any position posted in Canada is for Capital One Canada, any position posted in the United Kingdom is for Capital One Europe and any position posted in the Philippines is for Capital One Philippines Service Corp. (COPSSC).
Who We Are
At Capital One, we’re building a leading information-based technology company. Still founder-led by Chairman and Chief Executive Officer Richard Fairbank, Capital One is on a mission to help our customers succeed by bringing ingenuity, simplicity, and humanity to banking. We measure our efforts by the success our customers enjoy and the advocacy they exhibit. We are succeeding because they are succeeding.
Guided by our shared values, we thrive in an environment where collaboration and openness are valued. We believe that innovation is powered by perspective and that teamwork and respect for each other lead to superior results. We elevate each other and obsess about doing the right thing. Our associates serve with humility and a deep respect for their responsibility in helping our customers achieve their goals and realize their dreams. Together, we are on a quest to change banking for good

ABOUT THIS ROLE

Capital One’s mission is to change banking for good by bringing humanity, ingenuity and simplicity to banking. In order to do this we look to recruit the kind of people that believe in what they do, the part they play in the achieving good for those that interact with Capital One on a daily basis. We are proud of being one of the UK’s leading Financial Services provider, that offers a diverse and inclusive cultural working environment, alongside cutting edge technology for you to continue learning and developing in.
Capital One’s Contact Centres are fully in the Cloud using Amazon Connect. This cutting-edge platform presents exciting opportunities for us to develop how we interact with our customers and how our voice and IVR channels operate. Our Connect team is expanding and we are looking for Voice Engineers preferably with knowledge of Amazon Connect, experience or an interest in software engineering, as well as a strong understanding of the day to day workings of a fast paced, operational Contact Centre.

WHAT YOU’LL DO

• Design and implement Amazon Connect contact centre features and solutions for our business
• Collaborate with our Product team to integrate Amazon Connect with other systems and platforms
• Provide technical support and troubleshooting for Amazon Connect issues
• Analyse and optimise contact centre performance and efficiency
• Develop and maintain documentation for Amazon Connect configurations and processes
• Develop prototypes, demonstrations and assets
• Maintaining public cloud automaton tooling and scripting experience – CICD, Jenkins etc
• Maintain platform health and compliance
• Continuously learn and stay up-to-date with the latest AWS features and best practices
• Be available for out of hours work and incidents