Operations AWS Senior UX Specialist

📍 Job Overview

Job Title: Operations AWS Senior UX Specialist

Company: Capita

Location: Home-Based - GBR, United Kingdom

Job Type: FULL_TIME

Category: Revenue Operations / Sales Operations / GTM Operations (with a strong UX/CX focus)

Date Posted: 2026-04-20

Experience Level: 5-10 years

Remote Status: Fully Remote (Home-Based)

🚀 Role Summary

• This role is pivotal in shaping customer and agent experiences within Capita's Citizen Contact Transformation Programme, focusing on the intersection of Amazon Connect, UX design, and service optimization for public sector and regulated environments.

• The position involves designing, configuring, and optimizing Amazon Connect solutions to deliver intuitive, efficient, and scalable digital journeys across voice, chat, and digital channels, directly impacting customer experience and operational performance.

• Key responsibilities include bridging technical solution design, UX, and service design to ensure seamless customer journeys, effective agent experiences, and insight-driven digital workflows.

• This role requires a hands-on approach to Amazon Connect customization, leveraging AWS-native capabilities and integrating with external systems to enhance contact centre services and back-office operations.

📝 Enhancement Note: While the title includes "Operations," the core focus leans heavily into User Experience (UX) and Service Design specifically within the context of contact centre technology (Amazon Connect) and its operational impact. This implies a need for individuals who can translate operational requirements into user-centric solutions and measure their effectiveness. The "Senior" designation suggests a need for independent work, strategic input, and potentially mentoring junior team members.

📈 Primary Responsibilities

• Amazon Connect Customisation & Build: Design, configure, and enhance Amazon Connect contact flows, routing logic, queues, and agent interfaces to optimize customer and agent interactions.

• AWS Service Implementation: Implement and leverage AWS-native capabilities such as Amazon Q, Contact Lens, Lex, Lambda, and IVR/IVA logic to build sophisticated contact centre functionalities.

• System Integration: Integrate Amazon Connect with external systems (CRM, ERP, case management, knowledge platforms) using APIs and secure authentication protocols to create unified workflows.

• UX & Service Design: Apply UX and service design principles to create intuitive, accessible, and efficient customer and agent journeys across omnichannel environments (voice, chat, digital).

• Journey Optimization: Map, redesign, and optimize end-to-end customer journeys to reduce friction, increase self-service rates, improve containment, and enhance overall customer effort.

• Conversational AI Design: Design intelligent conversational AI journeys (IVR/IVA) that are natural, guidance-rich, and improve user engagement and resolution rates.

• Data-Driven Improvement: Utilize real-time analytics, Contact Lens insights, and behavioural data to identify opportunities for UX and service optimization, defining and monitoring key UX metrics.

• Cross-Functional Collaboration: Partner closely with Operations, Technology, Knowledge Management, Training, and Product teams to translate requirements into effective digital solutions and support transformation initiatives.

• Technical Expertise & Governance: Act as a Subject Matter Expert (SME) for Amazon Connect in design authority, governance, and client workshops, ensuring all customizations align with security standards, AWS best practices, and compliance frameworks.

• Documentation: Maintain clear and comprehensive documentation of designs, flows, integrations, and architectural decisions for ongoing management and future enhancements.

📝 Enhancement Note: The responsibilities clearly indicate a hybrid role that blends technical configuration within Amazon Connect and AWS with a strong emphasis on user-centric design principles. This requires an individual who can not only build but also strategically design experiences that drive operational efficiency and customer satisfaction. The mention of "transformation programmes" and "bid activity" suggests a strategic component to the role, involving input into future service offerings.

🎓 Skills & Qualifications

Education:

Experience:

Required Skills:

• Amazon Connect Configuration: Proven experience configuring Amazon Connect in live production environments, including contact flows, routing, and agent desktop customizations.

• AWS Services Proficiency: Strong working knowledge of core AWS services such as Lambda, CloudWatch, S3, API Gateway, Kinesis, DynamoDB, and IAM, with practical application in building contact centre solutions.

• UX & Service Design Principles: Demonstrable experience in applying UX and service design methodologies to create intuitive, efficient, and accessible customer and agent journeys.

• Omnichannel Journey Design: Strong understanding of designing seamless customer experiences across voice, chat, messaging, and digital channels.

• API Integration & JSON: Proficiency in JSON, API integration techniques, and understanding how to connect Amazon Connect with external systems.

• Requirement Translation: Ability to translate complex operational and business requirements into effective digital journeys and technical solutions.

• Communication Skills: Ability to articulate technical concepts and design decisions clearly to both technical and non-technical stakeholders.

• Data-Driven Approach: Experience using analytics and performance data to identify improvement opportunities and monitor UX metrics.

Preferred Skills:

• Conversational AI: Experience with Amazon Lex or other conversational AI platforms for IVR/IVA development.

• Advanced AWS Services: Familiarity with Amazon Q, Contact Lens, and GenAI-driven agent assist tools.

• Transformation Experience: Experience supporting large-scale contact centre transformations or digital service redesign projects.

• AWS Certifications: Relevant AWS certifications (e.g., AWS Certified Developer, AWS Certified Solutions Architect, AWS Certified Cloud Practitioner).

• Workflow Automation/Process Mining: Exposure to workflow automation or process mining tools for identifying operational efficiencies.

📝 Enhancement Note: The "Essential Experience" highlights a practical, hands-on requirement for Amazon Connect configuration in production, alongside a strong theoretical and practical understanding of UX/Service Design. The "Desirable" skills point towards a forward-thinking individual who can contribute to modern AI-driven contact centre solutions and strategic transformation efforts. This role is not just about building; it's about designing the future of citizen contact.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Amazon Connect Implementation Case Studies: Showcase specific examples of Amazon Connect contact flows, IVR/IVA designs, and agent desktop configurations you have built or significantly enhanced. Detail the problem, your solution, and the implemented features.

• UX/Service Design Projects: Present examples of customer journey maps, user flows, wireframes, or service blueprints developed for contact centre or digital service contexts. Highlight how these designs addressed user needs and operational goals.

• Integration Examples: If possible, include documentation or descriptions of how you have integrated contact centre platforms (like Amazon Connect) with CRM, case management, or other relevant business systems via APIs.

• Data-Driven Optimization Examples: Demonstrate how you have used analytics (e.g., from Contact Lens, web analytics, or CRM data) to identify issues, propose solutions, and measure the impact of your design changes on key metrics like containment, resolution time, or customer effort.

Process Documentation:

• Workflow Design & Optimization: Provide examples of documented customer journey workflows, contact flow designs, and process optimization strategies you have developed.

• Implementation & Automation: Showcase documentation related to the implementation of AWS services (Lambda, Lex, etc.) and API integrations used to automate processes within contact centre environments.

• Performance Analysis: Include examples of how you have defined, tracked, and reported on key performance indicators (KPIs) and User Experience (UX) metrics related to contact centre operations and digital channels.

📝 Enhancement Note: For a role combining technical build with UX/Service Design, a portfolio is critical. It should not only showcase technical proficiency in Amazon Connect and AWS but also demonstrate a strategic, user-centered approach to problem-solving. The emphasis on "data-driven optimization" means candidates should be prepared to quantify the impact of their work through metrics and ROI.

💵 Compensation & Benefits

Salary Range:

Benefits:

• 23 days' holiday (increasing to 27 with tenure)

• Opportunity to buy extra leave

• Paid day for volunteering for charity partners or a chosen cause

• Auto-enrolment into the company pension scheme

• Life assurance coverage

• Cycle2work scheme

• Generous 15 weeks' fully paid maternity, adoption, and shared parental leave

• Paternity pay of two weeks

• Voluntary benefits including retail discounts, health & wellbeing support, travel, and technology savings

• Access to Employee Network Groups for diversity and inclusion

Working Hours:

• Full-time position, likely based on a standard 40-hour work week. While the role is home-based, adherence to core business hours for collaboration and team meetings within the UK time zones (likely GMT/BST) will be expected. Flexibility may be offered, but consistent availability for key project phases and stakeholder interactions is crucial.

📝 Enhancement Note: The salary estimate is based on a combination of senior-level roles in the UK tech and operations space, considering the specialized nature of AWS and UX expertise. The benefits package is extensive and typical for a large established organization like Capita, offering good work-life balance and employee support.

🎯 Team & Company Context

🏢 Company Culture

Industry: Capita operates within the Business Services and Technology sector, providing outsourcing, technology, and consulting services across public and private sectors. Their focus areas include Government, Local Public Service, Defence, Learning, Fire & Security, Contact Centres, and Pensions Solutions.

Company Size: Capita is a large enterprise with approximately 41,000 employees operating across 8 countries. This scale offers significant opportunities for internal mobility and exposure to diverse projects.

Founded: Capita was founded in 1986. With decades of experience, it has established itself as a major player in its core markets, continuously evolving to meet changing client needs through technological advancements and service innovation.

Team Structure:

• The role sits within the Citizen Contact Transformation Programme, a significant initiative within Capita's operations. This suggests a project-based team structure, likely comprising programme managers, operations specialists, technology architects, UX designers, business analysts, training specialists, and potentially client-side stakeholders.

• Reporting will likely be to a Programme Lead or Head of Contact Centre Operations/Technology, with close collaboration across technology, operations, and product development teams.

Methodology:

• Capita's approach to operations and transformation likely involves a blend of agile and traditional project management methodologies, focusing on delivering value through technology and process improvements.

• Data analysis and insights are critical for identifying operational inefficiencies and opportunities for enhancement, particularly within the context of this role's focus on data-driven optimization.

• Workflow planning and optimization strategies will be central to redesigning customer journeys and agent processes.

• Automation and efficiency practices are key drivers for transformation, with a strong emphasis on leveraging cloud technologies like AWS and AI.

Company Website: https://www.capita.com/

📝 Enhancement Note: Capita's positioning as a large-scale outsourcer implies a structured, process-driven environment with a focus on delivering tangible outcomes for clients. The Citizen Contact Transformation Programme points to a forward-looking, technology-centric initiative, making this a role where innovation and strategic thinking are valued. The company's extensive experience means established processes and governance frameworks are likely in place.

📈 Career & Growth Analysis

Operations Career Level: This role is defined as a "Senior" specialist. It signifies a position that requires a high degree of autonomy, expertise, and the ability to influence decisions. It's beyond a junior or mid-level contributor, expecting independent problem-solving, strategic input, and potentially guiding less experienced team members. The focus on AWS and UX within operations places it at the cutting edge of customer service technology.

Reporting Structure: The Senior UX Specialist will likely report to a Programme Manager, Head of Operations Technology, or a similar senior leader within the Citizen Contact Transformation Programme. They will collaborate extensively with various operational, technical, and product teams, acting as a key subject matter expert.

Operations Impact: The role has a direct and significant impact on operational performance by optimizing contact centre efficiency, improving customer satisfaction through better journey design, and enhancing agent effectiveness via intuitive tooling. Success in this role contributes directly to Capita's ability to deliver superior service outcomes for its public sector clients, thereby strengthening Capita's market position and revenue generation.

Growth Opportunities:

• Specialization Advancement: Deepen expertise in AWS contact centre services (Amazon Connect, AI/ML services like Lex, Q, Contact Lens) and advanced UX/Service Design for complex environments.

• Leadership Development: Progress into team lead or management roles within future transformation programmes or operational teams, potentially overseeing other UX specialists or technical implementers.

• Strategic Consulting: Transition into a more strategic consulting role, advising clients and internal teams on best practices for digital transformation in customer contact.

• Cross-Functional Mobility: Gain exposure to various Capita business units and service offerings, opening doors to roles in product management, service design leadership, or broader technology strategy.

📝 Enhancement Note: The "Senior" title coupled with the specialized technical (AWS) and design (UX) focus suggests a role with significant growth potential. Capita's size and ongoing transformation initiatives provide ample opportunities for career progression, moving from specialist execution to broader strategic influence and leadership.

🌐 Work Environment

Office Type: This is a fully remote, home-based role within the United Kingdom. While there might not be a physical office for daily work, Capita typically operates with structured teams and processes designed for effective remote collaboration.

Office Location(s): While the role is home-based across the UK, Capita has numerous offices throughout the UK and internationally. Specific project teams might occasionally require physical meetings or workshops, but the primary mode of work is remote.

Workspace Context:

• The remote work environment necessitates strong self-discipline, time management, and proactive communication. Collaboration will predominantly occur via digital channels (Microsoft Teams, Slack, email, video conferencing).

• Access to necessary operations tools and technology will be provided or supported by Capita. This includes robust communication platforms, project management tools, and potentially access to cloud environments for development and testing.

• Opportunities for interaction with the operations and technology teams will be through scheduled virtual meetings, collaborative design sessions, and team check-ins. Building rapport and a strong working relationship will depend on active participation in virtual team activities.

Work Schedule: The role is full-time (likely 40 hours/week). While remote, adherence to UK business hours is expected for meetings and collaborative work. Flexibility might be available, but consistent availability is key, especially during critical project phases and for client-facing interactions. The nature of transformation programmes often requires dedication and availability during key deployment or testing periods.

📝 Enhancement Note: The remote nature of the role emphasizes the need for strong digital collaboration skills and self-management. Candidates should be comfortable working independently and proactively engaging with distributed teams. The "Home-Based - GBR" designation confirms the UK-wide remote applicability.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A recruiter or HR representative will likely conduct an initial screening call to assess basic qualifications, experience, and cultural fit.

• Hiring Manager Interview: A more in-depth discussion with the hiring manager focusing on your experience with Amazon Connect, AWS services, UX/Service Design principles, and how you've applied them in past roles.

• Technical/Portfolio Review: This stage will likely involve a detailed review of your portfolio. You may be asked to present specific case studies, walk through your design process, and explain technical configurations. Expect questions on how you've solved complex UX challenges or optimized operational workflows using Amazon Connect.

• Team/Stakeholder Interview: Interviews with key team members (e.g., operations leads, technology architects) to assess collaboration style, problem-solving approach, and alignment with programme objectives.

• Final Interview: Potentially a final discussion with senior leadership to confirm suitability and discuss overall programme fit.

Portfolio Review Tips:

• Curate Selectively: Choose 3-5 of your strongest projects that best showcase your Amazon Connect configuration skills, UX/Service

Design expertise, and ability to drive operational improvements.

• Structure Your Case Studies: For each project, clearly articulate:

  • The Client/Context (anonymized if necessary)
  • The Problem/Challenge (operational, user, or technical)
  • Your Role and Responsibilities
  • Your Solution (e.g., specific Amazon Connect flows, UX designs, integrations)
  • The Tools and Technologies Used (AWS services, design software)
  • The Outcome/Impact (quantify with metrics like containment increase, cost reduction, satisfaction improvement)

• Demonstrate Process: Clearly explain your design and implementation process, highlighting how you gathered requirements, made design decisions, and validated your solutions.

• Showcase Technical Depth: Be prepared to discuss the technical details of your Amazon Connect configurations, AWS service usage, and API integrations.

• Highlight UX Principles: Emphasize how user-centered design principles informed your solutions and how you ensured accessibility and usability.

Challenge Preparation:

• Scenario-Based Questions: Be ready for hypothetical scenarios related to designing contact flows for specific customer issues, troubleshooting integration problems, or improving existing Amazon Connect implementations.

• Technical Deep Dive: Prepare to discuss specific AWS services, their use cases in contact centres, and best practices for security and scalability.

• UX Problem-Solving: Practice articulating how you would approach designing a user-friendly IVR menu, optimizing a chat interface, or improving agent efficiency through desktop customization.

• Communication & Collaboration: Prepare examples of how you've collaborated with diverse teams, managed stakeholder expectations, and communicated complex technical or design concepts.

📝 Enhancement Note: The emphasis on a portfolio review and potential technical challenges indicates that this role requires demonstrable skills, not just theoretical knowledge. Candidates should meticulously prepare their portfolio to highlight their practical experience with Amazon Connect and UX/Service Design, focusing on quantifiable results and a clear, user-centric approach.

🛠 Tools & Technology Stack

Primary Tools:

• Amazon Connect: The core platform for contact centre configuration, including contact flows, queues, agent routing, and IVR/IVA.

• AWS Services:

  • AWS Lambda: For serverless compute, custom logic, and integrations.
  • Amazon Lex: For building conversational interfaces (chatbots, voicebots).
  • Amazon Q / GenAI: For AI-powered agent assistance and customer interaction enhancements.
  • Amazon Contact Lens: For analyzing customer conversations (speech analytics, sentiment analysis).
  • API Gateway: For managing and securing APIs.
  • CloudWatch: For monitoring and logging AWS resources.
  • S3 & DynamoDB: For data storage and management.
  • IAM: For identity and access management.

• Integration Tools: Understanding of RESTful APIs and potentially middleware or integration platforms.

Analytics & Reporting:

• Amazon Connect Analytics: Native reporting and dashboarding capabilities.

• Contact Lens Insights: Utilizing conversational analytics for performance and UX insights.

• Third-Party Analytics Tools: Potentially BI tools (e.g., Power BI, Tableau) or specialized contact centre analytics platforms for deeper analysis and reporting.

CRM & Automation:

• CRM Systems: Experience integrating with common CRM platforms (e.g., Salesforce, Microsoft Dynamics) for customer data access and workflow automation.

• Case Management Systems: Familiarity with integrating with systems used for tracking and resolving customer issues.

• Workflow Automation Tools: General understanding of process automation concepts, which may extend to other tools beyond AWS Lambda.

📝 Enhancement Note: Proficiency with Amazon Connect and a broad range of AWS services is paramount. The ability to integrate these services seamlessly with external business systems (like CRMs) is also a key technical requirement. Familiarity with data analytics and reporting tools will be crucial for driving optimization.

👥 Team Culture & Values

Operations Values:

• Customer-Centricity: A strong focus on designing experiences that meet citizen needs, enhance satisfaction, and drive positive outcomes.

• Efficiency & Innovation: Commitment to optimizing processes, leveraging technology (AWS, AI) to drive efficiency, and continuously seeking innovative solutions.

• Data-Driven Decision Making: Reliance on analytics and insights to inform design choices, measure performance, and guide continuous improvement cycles.

• Collaboration & Partnership: Working effectively across diverse teams (Operations, Technology, Product) to achieve shared transformation goals.

• Compliance & Security: Adherence to strict security standards, regulatory compliance, and best practices in all configurations and designs.

Collaboration Style:

• Cross-functional Integration: Proactive engagement with operations, technology, and product teams to ensure alignment and seamless integration of solutions.

• Agile & Iterative: Likely a collaborative approach to design and development, involving feedback loops, iterative improvements, and shared ownership.

• Knowledge Sharing: A culture that encourages sharing best practices, insights, and lessons learned, especially within the context of complex transformation projects.

• Open Communication: Emphasis on clear, transparent communication, especially in a remote environment, to ensure all team members are aligned and informed.

📝 Enhancement Note: The culture at Capita, particularly within a transformation programme, is likely to be results-oriented, collaborative, and focused on leveraging technology to solve complex problems. The values emphasize both the human element (customer/citizen experience) and the technical/operational backbone required to deliver it.

⚡ Challenges & Growth Opportunities

Challenges:

• Complex Integration: Integrating Amazon Connect with diverse legacy and modern systems can be technically challenging, requiring robust API development and troubleshooting.

• Balancing UX and Operational Constraints: Designing intuitive user experiences while adhering to strict public sector regulations, security protocols, and cost constraints requires strategic thinking.

• Pace of Transformation: Working within a large-scale transformation programme means adapting to evolving requirements, timelines, and technological advancements.

• Remote Collaboration: Effectively collaborating and influencing stakeholders in a fully remote setting requires strong communication and interpersonal skills.

• Keeping Pace with AWS: The rapid evolution of AWS services requires continuous learning and adaptation to leverage the latest capabilities.

Learning & Development Opportunities:

• AWS Specialization: Opportunities to gain advanced certifications and expertise in specialized AWS services relevant to contact centres and AI.

• UX/Service Design Mastery: Deepen skills in user research, journey mapping, usability testing, and designing for accessibility in complex environments.

• Contact Centre Transformation: Gain hands-on experience with cutting-edge contact centre technologies and large-scale digital transformation initiatives.

• Cross-Functional Exposure: Work with a wide array of teams, gaining insights into different business functions and technological domains within Capita.

• Mentorship: Potentially learn from senior leaders and subject matter experts within Capita's extensive network.

📝 Enhancement Note: This role offers a significant opportunity for professional growth by tackling complex challenges in a high-impact transformation programme. The blend of technical and design skills, combined with the use of leading-edge cloud technology, positions the individual for strong career development.

💡 Interview Preparation

Strategy Questions:

• "Describe a time you designed an Amazon Connect contact flow to significantly improve customer containment. What were the key design choices and metrics you tracked?" (Focus on process, metrics, and outcomes)

• "How would you approach redesigning an existing IVR journey to be more intuitive and reduce customer effort, considering accessibility standards?" (Focus on UX methodology and problem-solving)

• "Walk us through an example of how you integrated Amazon Connect with an external system like a CRM. What were the challenges and how did you overcome them?" (Focus on technical integration and problem-solving)

Company & Culture Questions:

• "What interests you most about Capita's Citizen Contact Transformation Programme and this specific role?" (Showcase research and genuine interest)

• "How do you ensure your designs are inclusive and accessible, especially when working with public sector clients?" (Demonstrate awareness of compliance and user needs)

• "Describe your experience working in a remote team environment. How do you ensure effective collaboration and communication?" (Highlight remote work skills)

Portfolio Presentation Strategy:

• Tell a Story: For each case study, frame it as a narrative: the challenge, your journey to the solution, and the impactful resolution.

• Visual Aids: Use clear diagrams, screenshots, or mockups to illustrate your designs and configurations. For Amazon Connect flows, use visual representations.

• Quantify Impact: Always tie your work back to measurable business outcomes. Use percentages, cost savings, or satisfaction scores.

• Be Prepared for Technical Deep Dives: If you present a technical solution, be ready to explain the AWS services used, the logic behind the configuration, and any trade-offs made.

• Focus on "Why": Explain the rationale behind your design choices and technical decisions, demonstrating your strategic thinking.

📝 Enhancement Note: Interview preparation should focus on demonstrating a strong blend of technical acumen (Amazon Connect, AWS), user-centric design thinking (UX/Service Design), and a results-driven approach. The ability to articulate complex solutions concisely and showcase quantifiable impact through a well-prepared portfolio will be key to success.

📌 Application Steps

To apply for this operations position:

• Submit your application through the Capita Careers portal via the provided link.

• Portfolio Customization: Tailor your resume and cover letter to specifically highlight your experience with Amazon Connect configuration, AWS services relevant to contact centres, and your UX/Service Design expertise. Ensure your portfolio is readily accessible and showcases your most impactful projects.

• Resume Optimization: Incorporate keywords from the job description, such as "Amazon Connect," "AWS Lambda," "UX Design," "Service Design," "Omnichannel," "API Integration," and "Contact Centre Operations," to align with ATS requirements. Quantify achievements wherever possible.

• Interview Preparation: Practice articulating your experience using the STAR method (Situation, Task, Action, Result) for behavioral questions. Prepare to walk through your portfolio in detail, focusing on your process, technical decisions, and the impact of your work.

• Company Research: Familiarize yourself with Capita's services, their focus on public sector clients, and the stated goals of the Citizen Contact Transformation Programme to demonstrate genuine interest and understanding of their strategic objectives.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.