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Senior Software Engineer (Amazon Connect AI) – Centrica Shared Services
About the Role
We’re more than just an energy company—we’re a family of brands revolutionising how the planet is powered. As energisers, we’re bringing together 21,000 colleagues to create an energy system free from fossil fuels, while driving positive change in our communities.
This is one of many businesses under the Centrica umbrella… Here, technology is at the heart of our strategic transformation. You’ll join a team modernising platforms, enhancing cyber and operational resilience, and advancing a product-led way of working. We’re scaling automation and AI—from proof-of-concept to end-to-end transformation—improving customer journeys, reducing costs, and building the digital foundations crucial for everything from energy trading to field operations.
If you’re passionate about solving high-impact technical challenges, driving innovation, and shaping Centrica’s future for the next decade, this is your opportunity to make a real difference.
Responsibilities
- Lead AI-driven contact centre modernisation: Work within Shared Services, building and enhancing Amazon Connect instances, integrating AWS AI technologies (e.g., Amazon Lex, LLMs) to accelerate stakeholder vision and deliver measurable business benefits.
- Full-stack software engineering: Design, develop, maintain, and support cloud-native solutions in TypeScript with cleanup, optimisation, and collaboration with cross-functional teams.
- DevOps and reliability: Implement CI/CD pipelines, automated testing, infrastructure-as-code (IaC), and observability tools (e.g., CloudWatch) to ensure resilience and performance.
- Problem-solving and troubleshooting: Diagnose and resolve complex issues across entire software stacks, ensuring seamless operations in production environments.
- Knowledge engineering: Apply structured AI workflows, including prompts, retrieval-augmented systems, and agents, while maintaining bias-free, secure, and compliant solutions.
- Stakeholder enablement: Bridge the gap between technical teams and business owners, ensuring AI-driven innovations meet real-world needs.
- Continuous innovation: Stay ahead of industry trends, propose cutting-edge solutions, and contribute to Centrica’s AI maturity roadmap.
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Location & Commute
- UK-based hybrid role, with occasional travel to sites.
- Flexible arrangements supported by Centrica’s people-first policy.
What We Need from You
This is your chance to leverage ** cutting-edge expertise** in a role that directly impacts centinias of thousands of energy customers every day. Here’s what we’re looking for:
Experience & Technical Proficiency
- 5+ years in contact centre technology, with 3+ years specialised in Amazon Connect implementation (IVR, routing, CTI, CRM integrations).
- Experience in production support, incident resolution, and optimising cloud contact centre solutions.
- Strong grasp of Amazon Connect architecture, flows, routing profiles, and real-time telephony integration.
- Must-have: Accreditation for Amazon Connect-specific modules or equivalent practical experience.
- Experience with AWS services: Lambda, API Gateway, S3, CloudWatch, and advanced AI/ML tools.
- AWS Certified Solutions Architect (Associate/Professional).
- Proficiency in TypeScript/JavaScript and modern frameworks, alongside DevOps best practices (Git, IaC, Kubernetes/CloudFormation).
- Degree in a technical field or equivalent professional experience.
AI and Enterprise Software Flourishing Skills
- Core AI competencies: Design, test, monitor, and productionise AI solutions, including prompt-driven flows, LLM retrieval design, and guardrails compliance.
- Ability to develop template-driven AI workflows within policy frameworks.
- Orientated towards equity, security, and responsible scaling of modelling.
- Relevant at a governance level where bias, risk, and error surfacing are essential parts of the discussion.
Core Competencies & Behaviours
- Transitioning from proof-of-concept to enterprise solutions. You can overlay standards on your execution.
- Ownership-driven problem-solving. You don’t accept its not possible, you find a route to deliver.
- Colliative-thinking. You understand the rating risks of the business, not just the technical.
- Innivating the status quo. You ask why is this robust and scalable? and bring ideas forward.
- Agentic relationship-building. Our project bits succeed when customers trust us as enablers and problem solvers.
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Why Join Us?
Life Beyond Work
We believe work should enrich your life—not detract from it. Centrica isn’t just a perfect place—it’s a place with people, ensuring real support flexibly when you need it. It’s about balancing job satisfaction, growth, and well-being authentically.
Total Rewards
- Make flexible choices tailored to your needs. Financial, physical, and emotional support matter beyond the paycheck.
- UK’s best Carer’s Policy. Balance serious responsibility with the push forwards on your own professional goals.
- Commitment to inclusion and belonging. Stand proud, own who you are, and thrive.
Purpose-Driven Work
The energy transition is more than a cause here—it’s our team’s collective mission. By joining Centrica, you’re not just advancing your skills; you’re empowering the future of the planet.
Maybe this feels like a step you’ve been waiting for.
Centrica Mission Statement
We revolutionise how energy functions, saving electricity, reducing our environmental impact, and revitalising communities by ensuring no one’s left in the dark.
Qualified or not, if you’re ready to be unapologetically curious and skilled, to help us reshape how things work, reward communities, and pioneer positively—then we’re ready to help you.
Interested?angs: Happy days!
Go beyond being part of more, become a past of change. Apply to begin your journey as a collaborator in our push toward what is next here at Centrica.
Learn more about More Than A Career
If you’ll recognize your path in pushing towards that, contact us—we want everyone to find it.
“#Morethanacareer. #Enienergy.”
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Jessica, London
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