Care Tools Engineer - Amazon Connect

Who We Are

Our ambition is to operate a hyperlocal three-sided marketplace, connecting local consumers, restaurants and grocers, and riders to fulfill a mission-critical, emotional purchase in under 30 minutes.

From distributed computing to large-scale system design, complex algorithms to beautiful user interfaces, we have teams working on every step of the journey to ensure we continue to offer our customers a growing selection of choice at the best price with a fantastic level of service.

Deliveroo now operates in 10 markets worldwide, working with thousands of restaurants and grocers, thousands of riders, and serving millions of consumers. Our partners, riders and customers are as passionate about food as we are, and if you want to make an impact on millions of users by solving some of the biggest technical challenges at great scale, come on board and join the ride.

About The Role

As a Care Tools Engineer at Deliveroo, you will play a pivotal role in optimising and maintaining the performance of our Care tools and systems. You will work closely with cross-functional teams to understand business requirements, implement system enhancements, and troubleshoot any technical issues that may arise. Additionally, you will evaluate new Care tools and make recommendations for potential integrations to enhance our customer support capabilities. Systems include Amazon Connect, Zendesk Support, Explore, Zapier, Twilio, Ziwo, and Shelf.io.

Responsibilities:

• Configure and maintain Amazon Connect contact flows, queues, routing profiles, and other related components to meet business requirements.
• Monitor and optimise the performance of Amazon Connect to ensure efficient call handling and customer service.
• Collaborate with stakeholders to understand business needs and implement solutions within Amazon Connect.
• Troubleshoot and resolve technical issues related to Amazon Connect, including integrations with other AWS services.
• Implement and maintain security best practices within Amazon Connect to protect customer data and ensure compliance with relevant regulations.
• Develop and maintain documentation for Amazon Connect configurations, processes, and procedures.
• Stay updated on new features and capabilities of Amazon Connect and recommend improvements to enhance the contact center operations.
• Provide training and support to contact center agents and supervisors on the effective use of Amazon Connect features and tools.
  

Requirements:

• Proven experience as an Amazon Connect Administrator or similar role, with a deep understanding of Amazon Connect configuration and administration.
• Strong knowledge of AWS services, particularly those related to Amazon Connect, such as Lambda, S3, DynamoDB, and CloudWatch.
• Familiarity with contact center operations and best practices, including call routing, IVR systems, and workforce management.
• Ability to troubleshoot and resolve technical issues related to Amazon Connect and its integrations with other systems.
• Excellent communication and collaboration skills to work effectively with cross-functional teams and stakeholders.
• Experience in implementing and maintaining security measures within Amazon Connect to protect customer data and ensure compliance.
• AWS certification(s) related to Amazon Connect and other relevant AWS services is a plus.
  

Preferred Qualifications:

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• AWS Certified Advanced Networking - Specialty or AWS Certified Solutions Architect - Professional certification.
• Experience with scripting languages such as Python or JavaScript for customising Amazon Connect functionality.
   

What We Are Looking For

• Pride in readable, well-designed, well-tested solutions
• Experience administering Amazon Connect, Zendesk or other 3rd party Care Tooling systems
• Experienced in planning, building and maintaining efficient, scalable customer care structures across various support roles
• Being an effective problem solver, experience in resolving issues relating to third-party systems, calling out effectively where necessary
• Experience conducting in-depth reviews of workflows further to optimise existing processes with the use of technology
• Risk analysis and experience working in dynamic environments
• Strive to educate and empower users to become self-sufficient across all systems whilst mentoring others
• Ability to create supports material catered to both technical and non-technical staff
  

Life at Deliveroo

We are a growing team, with a very large impact, seeking to answer some of the most interesting questions out there. We move fast, we’re always looking for new ideas and we’re very transparent about the decisions we make and why we make them.

There are so many questions we need to answer and plenty more we haven’t even encountered. How do data and technology help restaurants to grow as consumer habits change? How can we predict what someone wants to order for dinner long before the idea has even crossed their mind? At Deliveroo these are just some of the tough problems we are solving - and there is no challenge that cannot be yours. No solution is owned by a particular team, which means the scope for growth and personal impact is enormous.

Workplace & Diversity

At Deliveroo we know that people are the heart of the business and we prioritise their welfare. We offer multiple benefits in areas including health, family, finance, community, convenience, growth and relocation.

We believe a great workplace is one that represents the world we live in and how beautifully diverse it can be. That means we have no judgement when it comes to any one of the things that make you who you are - your gender, race, sexuality, religion or a secret aversion to coriander. All you need is experience with (most) food and a desire to be part of one of the fastest-growing startups in an exciting space.

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