Our mission is to transform the way you shop and eat, bringing the neighbourhood to your door by connecting consumers, restaurants, shops and riders. We are transforming the way the world eats and shops by making access to food and products more convenient and enjoyable. We give people the opportunity to buy what they want, as they want it, when and where they want it.

As a Care Tools Engineer at Deliveroo, you will play a pivotal role in optimising and maintaining the performance of our Care tools and systems. You will work closely with cross-functional teams to understand business requirements, implement system enhancements, and troubleshoot any technical issues that may arise. Additionally, you will evaluate new Care tools and make recommendations for potential integrations to enhance our customer support capabilities. Systems include Amazon Connect, Zendesk Support, Explore, Zapier, Twilio, Ziwo, and Shelf.io.

 

Responsibilities:

  • Configure and maintain Amazon Connect contact flows, queues, routing profiles, and other related components to meet business requirements.

  • Monitor and optimise the performance of Amazon Connect to ensure efficient call handling and customer service.

  • Collaborate with stakeholders to understand business needs and implement solutions within Amazon Connect.

  • Troubleshoot and resolve technical issues related to Amazon Connect, including integrations with other AWS services.

  • Implement and maintain security best practices within Amazon Connect to protect customer data and ensure compliance with relevant regulations.

  • Develop and maintain documentation for Amazon Connect configurations, processes, and procedures.

  • Stay updated on new features and capabilities of Amazon Connect and recommend improvements to enhance the contact center operations.

  • Provide training and support to contact center agents and supervisors on the effective use of Amazon Connect features and tools.

 

Requirements:

  • Proven experience as an Amazon Connect Administrator or similar role, with a deep understanding of Amazon Connect configuration and administration.

  • Strong knowledge of AWS services, particularly those related to Amazon Connect, such as Lambda, S3, DynamoDB, and CloudWatch.

  • Familiarity with contact center operations and best practices, including call routing, IVR systems, and workforce management.

  • Ability to troubleshoot and resolve technical issues related to Amazon Connect and its integrations with other systems.

  • Excellent communication and collaboration skills to work effectively with cross-functional teams and stakeholders.

  • Experience in implementing and maintaining security measures within Amazon Connect to protect customer data and ensure compliance.

  • AWS certification(s) related to Amazon Connect and other relevant AWS services is a plus.

 

Preferred Qualifications:

  • Bachelor's degree in Computer Science, Information Technology, or a related field.

  • AWS Certified Advanced Networking - Specialty or AWS Certified Solutions Architect - Professional certification.

  • Experience with scripting languages such as Python or JavaScript for customising Amazon Connect functionality.

 

What We Are Looking For

  • Pride in readable, well-designed, well-tested solutions

  • Experience administering Amazon Connect

  • Experienced in planning, building and maintaining efficient, scalable customer care structures across various support roles

  • Being an effective problem solver, experience in resolving issues relating to third-party systems, calling out effectively where necessary

  • Experience conducting in-depth reviews of workflows further to optimise existing processes with the use of technology

  • Risk analysis and experience working in dynamic environments

  • Strive to educate and empower users to become self-sufficient across all systems whilst mentoring others

  • Ability to create supports material catered to both technical and non-technical staff

 

This is a hybrid position with the expectation of working from our Bangalore office, 3 days per week.

 

Join Our Team:

If you are passionate about leveraging technology to drive exceptional customer experiences and are eager to take on the challenge of managing and developing care tools and systems, we encourage you to apply for the Care Tools Engineer position at Deliveroo. Join our team and be part of a company that is committed to innovation and excellence in customer care.

 

Workplace & Diversity

At Deliveroo we know that people are the heart of the business and we prioritise their welfare. We offer a wide range of benefits in areas including health, family, finance, community, convenience, growth and relocation.

We believe a great workplace is one that represents the world we live in and how beautifully diverse it can be. That means we have no judgement when it comes to any one of the things that make you who you are - your gender, race, sexuality, religion or a secret aversion to coriander. All you need is a passion for (most) food and a desire to be part of one of the fastest-growing startups in an incredibly exciting space.

Please click here to view our candidate privacy policy.

Apply for this Job

* Required

resume chosen  
(File types: pdf, doc, docx, txt, rtf)
cover_letter chosen  
(File types: pdf, doc, docx, txt, rtf)


Voluntary Demographic Survey (UK)

These questions are voluntary, and help us understand more about our candidates. One of our core values at Deliveroo is We celebrate difference, and we are always working to make sure our hiring processes are equitable and inclusive. By answering the questions below, you'll help us do that.

Your responses are confidential, will not be tied to your application, and has no bearing on your candidacy. We only use aggregated demographic data to measure the performance of recruiting efforts.

Before answering our questions below, please read our privacy notice.

How would you describe your gender identity? (Select one) *





What is your sexual orientation? (Select one) *





Would you say you have a disability? (Select one) *



How would your describe your ethnicity? (Select one) *














Would you describe yourself as neurodivergent? (Select one) *



What was the occupation of your main household earner when you were aged 14? (Select one) *










Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in Deliveroo’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.


Voluntary Self-Identification of Disability

Form CC-305
Page 1 of 1
OMB Control Number 1250-0005
Expires 04/30/2026

Why are you being asked to complete this form?

We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.

Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to:

  • Alcohol or other substance use disorder (not currently using drugs illegally)
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS
  • Blind or low vision
  • Cancer (past or present)
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or serious difficulty hearing
  • Diabetes
  • Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders
  • Epilepsy or other seizure disorder
  • Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome
  • Intellectual or developmental disability
  • Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD
  • Missing limbs or partially missing limbs
  • Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports
  • Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS)
  • Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities
  • Partial or complete paralysis (any cause)
  • Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema
  • Short stature (dwarfism)
  • Traumatic brain injury

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.


Enter the verification code sent to to confirm you are not a robot, then submit your application.

This application was flagged as potential bot traffic. To resubmit your application, turn off any VPNs, clear the browser's cache and cookies, or try another browser. If you still can't submit it, contact our support team through the help center.