Senior UX Specialist, AWS

Capita

Operations AWS Senior UX Specialist designing and configuring Amazon Connect contact flows for Capita’s Citizen Contact platform. Shaping effective and efficient digital journeys across various contact channels.

Posted 5/21/2026full-timeRemote • 🇬🇧 United KingdomSeniorWebsite

Tech Stack

Tools & technologies

AWSDynamoDBERP

About the role

Key responsibilities & impact

Design, configure and enhance Amazon Connect contact flows, routing, queues and agent experiences
Implement AWS-native capabilities including Amazon Q, Contact Lens, Lex, Lambda and IVR/IVA logic
Integrate Amazon Connect with external systems (e.g. CRM, ERP, case management, knowledge platforms) via APIs and secure authentication
Lead customisation of widgets, chat interfaces, callbacks and omnichannel orchestration
Optimise telephony and digital pathways to improve containment, handle time and resolution
Shape intuitive customer and agent journeys across voice, chat and digital channels
Apply UX and service design principles to reduce friction, increase self-service and improve accessibility
Map and redesign end-to-end customer journeys to improve efficiency, accessibility and experience
Conduct UX/UI evaluations for customer entry points and agent user interfaces
Design conversational AI journeys that are intuitive, natural and guidance-rich
Champion simplicity, consistency and inclusive design across all channels
Use real-time analytics, Contact Lens insights and behavioural data to identify improvement opportunities
Define and monitor UX metrics including customer effort, containment and agent experience indicators
Partner with MI and analytics teams to embed continuous improvement cycles
Support testing, validation, release cycles and post-deployment assessments
Ensure all customisations align to Capita security standards, AWS best practice and compliance frameworks
Maintain clear documentation of designs, flows, integrations and architectural decisions
Ensure UX, IVR and IVA content meets accessibility and inclusive design standards

Requirements

What you’ll need

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

Benefits

Comp & perks

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. You’ll be joining a network of experienced, innovative and dedicated individuals across multiple disciplines and sectors. There are countless opportunities to learn new skills and develop in your career, and we’ll provide the support you need to do just that.

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Hard Skills & Tools

Amazon ConnectAWS LambdaAWS CloudWatchAWS S3API GatewayKinesisDynamoDBJSONAPI integrationautomation scripting

Soft Skills

communicationUX designservice designproblem-solvingcollaborationcustomer journey mappinganalytical thinkingdocumentationcontinuous improvementinclusive design

Certifications

AWS DeveloperAWS Solutions ArchitectAWS specialty certifications