The Role
David Jones exists to inspire like no other and as we continue to deliver on our ambitious transformation agenda in line with our Vision 2025+ strategy, we are committed to creating inspired careers so our people can Thrive.
As an Amazon Connect Engineer in our team, you’ll own end-to-end, the design, implementation, and maintenance of our customer telephony capability so our customers receive the exceptional service they expect from us. This role involves working closely with the Customer Care and technical delivery teams to ensure the capabilities we build out meet the business’ expectations and is stable, scalable, and secure.
What does the role involve?
• Direct engagement with the Customer Care leadership team to understand what kind of customer experience they want to provide and then bringing this to life.
• Being able to elicit requirements, perform analysis, and create high-level designs of proposed call flows, features and integrations.
• Utilise your deep knowledge of Amazon Connect and AWS AI services to recommend new features and improvement opportunities.
• Lead the way in the complete re-build of our Amazon Connect instance whilst you also help us migrate onto Lex V2.
• Create insightful reports within Amazon Quicksight.
• Monitor and address system incidents so our customers can keep receiving the wonderful telephony service that you’ve rebuilt.
• Maintain and upgrade our systems, such as implementing patches and enhancements to keep our systems in sync with a fast-paced retail industry.
• Maintain documentation on our instance, including configurations and solutions for troubleshooting and future reference.
Who are we looking for?
• 3-5+ years in similar roles.
• Strong history of engaging with business stakeholders with proven presentation skills.
• Strong knowledge of Amazon Connect and AWS AI services like Lex, Comprehend, Polly, Translate and Transcribe.
• Proficiency in being able to deliver end-to-end solutions from ideation to production.
• Hands-on technical capability with a desire to own, design and build awesome solutions.
• Desire to work within and across a modern best-of-breed tech stack including Salesforce Service Cloud, Inside Chat, Braze and Snowflake.
Why work for us?
Our purpose at David Jones is to ‘inspire like no other’, and culturally we aspire to be THRIVING. In our thriving culture, our people will be at their best as individuals and as teams. Our thriving cultural foundations are defined by the behaviours each and every one of us display. It’s our commitment and responsibility to ensure that as individuals and as a collective, that we are living our cultural foundations.
- Unique opportunity to be part of a highly engaged, successful team, focused on the transformation of an iconic Australian brand
- A competitive remuneration package including performance-based incentives
- Hybrid working arrangements in office and from home that provide appropriate work/life balance
- Parental leave policy of 18-weeks paid leave for the primary carer, and 3-weeks paid leave for the supporting partner
- Generous employee discounts across David Jones and access to partner benefits
- An additional day of leave for your birthday along with time to support charitable work
- Opportunities to support community partnerships across our Corporate Social Responsibility program
- Be a member of a company committed to sustainable practices, driving change in the retail landscape
- Ongoing training and development to pursue individual ambitions
About Us
Since 1838, David Jones’ limitless quest for innovation and progress established the brand as Australia’s original influencer in fashion and lifestyle. Having revolutionised the way Australians shop, David Jones’ creation of a social centre inspired and created lasting memories for past, present and future generations. Today, our vision to inspire Like No Other drives us to continue this legacy in our ambitious purpose to be the destination that inspires, with experiences and services Like No Other.
Our Thriving cultural pillars inspire our people to deliver on our vision and purpose. We are Customer Obsessed; curious to understand and dedicated to delighting them with seamless solutions as one team. We care for our people, customers, partners and community by creating Inclusive environments through belonging and respect. We Empower with implied trust to act with integrity, value our unique skills and be accountable for our decisions. We constantly seek Innovative ways of improving, changing and exploring ways that we can inspire.
David Jones is an equal opportunity employer committed to providing a working environment that embraces and values diversity and inclusion. If you have any support or access requirements, we encourage you to advise us at time of application to assist you through the recruitment process.
We are a 2024 Circle Back Initiative Employer – we commit to respond to every applicant.
