Operations AWS Senior UX Specialist

Capita plc

Job Overview

Location

Home-Based - GBR

Job Type

Full-time

Full Job Description

📋 Description

• The Operations AWS Senior UX Specialist will play a pivotal role in Capita’s Citizen Contact Transformation Programme, shaping how citizens and agents experience contact centre services through intuitive, efficient, and scalable digital journeys at the intersection of Amazon Connect customisation, UX design, and service optimisation.
• This role directly influences customer experience, agent effectiveness, and operational performance across public sector and regulated environments, ensuring end-to-end contact experiences are scalable, compliant, and aligned with transformation objectives.
• Day to day, the specialist will design, configure, and enhance Amazon Connect contact flows, routing, queues, and agent experiences, implementing AWS-native capabilities such as Amazon Q, Contact Lens, Lex, Lambda, and IVR/IVA logic.
• They will integrate Amazon Connect with external systems (e.g., CRM, ERP, case management, knowledge platforms) via APIs and secure authentication, while leading customisation of widgets, chat interfaces, callbacks, and omnichannel orchestration to optimise telephony and digital pathways for improved containment, handle time, and resolution.
• The role involves shaping intuitive customer and agent journeys across voice, chat, and digital channels by applying UX and service design principles to reduce friction, increase self-service, and improve accessibility, including mapping and redesigning end-to-end customer journeys and conducting UX/UI evaluations for customer entry points and agent interfaces.
• They will design conversational AI journeys that are intuitive, natural, and guidance-rich, championing simplicity, consistency, and inclusive design across all channels while using real-time analytics, Contact Lens insights, and behavioural data to identify improvement opportunities.
• The specialist will define and monitor UX metrics including customer effort, containment, and agent experience indicators, partnering with MI and analytics teams to embed continuous improvement cycles.
• Collaboration is central: they will work closely with Operations, TechOps, Knowledge, Training, and Product teams to translate requirements into effective journeys, contribute specialist expertise to transformation programmes and bid activity, and act as a senior Amazon Connect SME in design authority, governance, and client workshops.
• They will support testing, validation, release cycles, and post-deployment assessments while ensuring all customisations align with Capita security standards, AWS best practices, and compliance frameworks.
• The role requires maintaining clear documentation of designs, flows, integrations, and architectural decisions, and ensuring UX, IVR, and IVA content meets accessibility and inclusive design standards.
• The specialist will gain exposure to complex, high-profile change initiatives, helping to bring to life a new AI-enabled, digital-first service model that improves customer experience and operational efficiency across Capita’s contact centre and back office operations.
• They will join a network of experienced, innovative, and dedicated individuals across multiple disciplines and sectors, with countless opportunities to learn new skills and develop their career, supported by Capita’s commitment to colleague growth and better outcomes for all stakeholders.

🎯 Requirements

• Proven experience configuring Amazon Connect in live production environments
• Strong working knowledge of AWS services including Lambda, CloudWatch, S3, API Gateway, Kinesis, DynamoDB, and IAM
• Demonstrable experience in UX and service design, ideally within contact centre or public sector digital services
• Experience translating complex operational requirements into effective digital journeys
• Proficiency in JSON, API integration, and automation scripting
• Strong understanding of omnichannel journey design (voice, chat, messaging, and digital)

🏖️ Benefits

• 23 days’ holiday (rising to 27) with the opportunity to buy extra leave
• The opportunity to take a paid day out of the office to volunteer for charity partners or a cause of your choice
• Auto-enrolment to company pension, life assurance, cycle2work scheme, 15 weeks’ fully paid maternity, adoption and shared parental leave, and two weeks’ paternity pay
• Voluntary benefits including discounts on retail and socialising, health & wellbeing, travel, and technology
• Access to Employee Network Groups representing every strand of diversity for connection and learning on an open, inclusive platform
• Opportunity to follow your chosen career path anywhere in Capita, with support to learn new skills and develop your career

Skills & Technologies

DynamoDB

AWS

Design

Senior

Onsite

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Capita plc

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About Capita plc

Capita plc is a UK-based business process outsourcing and professional services company. It provides customer management, administration, and consulting services to central and local government, defence, education, transport, and private-sector clients. Capita operates in technology, people, and business process solutions, handling functions such as customer service, HR, finance, and digital transformation. The company manages large-scale contracts, including health assessments, learning services, and emergency response systems. Founded in 1984 and headquartered in London, Capita employs tens of thousands across the UK and internationally, delivering managed services and technology-enabled solutions to improve operational efficiency and public service outcomes.

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