Care Tools Engineer - Amazon Connect

Deliveroo is on a mission to transform the way people shop and eat, bringing the neighborhood to your door by connecting consumers, restaurants, shops, and riders. As a Care Tools Engineer at Deliveroo, you will play a pivotal role in optimizing and maintaining the performance of our Care tools and systems, with a focus on Amazon Connect.

In this role, you will work closely with cross-functional teams to understand business requirements, implement system enhancements, and troubleshoot technical issues. You'll be responsible for configuring and maintaining Amazon Connect contact flows, queues, and routing profiles, as well as monitoring and optimizing the performance of the platform to ensure efficient call handling and customer service.

Key responsibilities include collaborating with stakeholders, implementing security best practices, developing documentation, and providing training to contact center agents and supervisors. You'll also stay updated on new features of Amazon Connect and recommend improvements to enhance contact center operations.

The ideal candidate will have proven experience as an Amazon Connect Administrator, strong knowledge of AWS services, and familiarity with contact center operations. You should be able to troubleshoot technical issues, have excellent communication skills, and experience in implementing security measures.

Deliveroo offers a wide range of benefits and is committed to creating a diverse and inclusive workplace. If you're passionate about leveraging technology to drive exceptional customer experiences and are eager to take on the challenge of managing and developing care tools and systems, this role at Deliveroo could be an excellent opportunity for you to grow your career in a fast-paced, innovative environment.