[Hiring] Operations AWS Senior UX Specialist @Capita

Role Description

We’re seeking a hands-on, innovative Operations AWS Senior UX Specialist to play a pivotal part in Capita’s Citizen Contact Transformation Programme. You’ll shape how citizens and agents experience contact centre services through intuitive, efficient and scalable digital journeys—working 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. You’ll work closely with programme leadership, operations, technology and product teams to design and optimise end-to-end contact experiences across voice, chat, digital and AI-assisted channels.

The Operations AWS Senior UX Specialist is responsible for designing, configuring and optimising Amazon Connect solutions that underpin Capita’s Citizen Contact platform and wider contact centre services.

You’ll bridge technical solution design, UX and service design, ensuring customer journeys, agent experiences and digital workflows are intuitive, efficient and insight-driven. You’ll ensure that end-to-end contact experiences are scalable, compliant and aligned to transformation objectives across contact centre and back office services.

Qualifications

• 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).
• Ability to communicate technical concepts clearly to non-technical stakeholders.

Requirements

• Experience with Amazon Q, Contact Lens and GenAI-driven agent assist tools.
• Exposure to workflow automation or process mining tools.
• Experience supporting large-scale contact centre transformations.
• Relevant AWS certifications (e.g. Developer, Solutions Architect or specialty certifications).

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, volunteering for our charity partners or a cause of your choice.
• Auto-enrolment to our company pension, life assurance, a cycle2work scheme, 15 weeks’ fully paid maternity, adoption and shared parental leave, paternity pay of two weeks…and plenty more.
• Voluntary benefits designed to suit your lifestyle – from discounts on retail and socialising, to health & wellbeing, travel and technology.
• Access to our Employee Network Groups, which represent every strand of diversity and allow colleagues to connect and learn from each other on an open, inclusive platform.
• You’ll get the chance to follow your chosen career path anywhere in Capita.

Company Description

Capita is an outsourcer, helping clients across the public and private sectors run complex business processes more efficiently, creating better consumer experiences. Operating across 8 countries, Capita’s 41,000 colleagues support primarily UK and European clients with people-based services underpinned by market-leading technology.

We’re a vital support service for our clients, enabling the everyday interactions that we expect to run seamlessly, to run seamlessly.

A publicly listed business with adjusted revenue of £2.6bn, Capita’s areas of focus are Central Government, Local Public Service, Defence, Learning, Fire & Security, Contact Centres and Pensions Solutions. We’re embracing change to respond to the ever-changing needs of society, creating better outcomes for all our stakeholders.