Contact Centre Support Engineer (AWS / Amazon Connect)

We're working with an established technology and managed services organisation looking to recruit experienced Contact Centre Support Engineers to join its growing technical support function.

This opportunity is ideal for someone with a background in AWS, Amazon Connect or cloud-based contact centre technologies, who enjoys hands-on troubleshooting, technical problem-solving and working directly with customers.

You'll be joining a specialist team responsible for supporting cloud contact centre solutions, managing technical incidents and ensuring the reliability of customer-facing services.

This is a genuine 2nd Line / Tier 2 support position, requiring someone who can independently investigate incidents, manage escalations and provide a high standard of technical support.

Key Responsibilities

Provide 2nd Line technical and application support across AWS-based contact centre platforms.

Investigate, troubleshoot and resolve technical incidents affecting customer environments.

Support contact centre applications, configurations and associated integrations.

Manage technical tickets through investigation, resolution and escalation.

Raise and manage technical support cases with AWS and third-party vendors.

Communicate directly with customers, providing clear incident updates and technical guidance.

Work with internal technical teams to resolve more complex platform issues.

Contribute to service reviews, technical documentation and continuous service improvement.

Essential Skills & Experience

Proven experience in a 2nd Line / Tier 2 technical support or application support role.

Experience supporting AWS-based contact centre, cloud communications or related platforms.

Knowledge of Amazon Connect or similar AWS-based contact centre technologies.

AWS Cloud Practitioner certification, working towards it, or equivalent practical AWS experience.

Understanding of CCaaS (Contact Centre as a Service), including contact flows, integrations and omnichannel communications.

Strong troubleshooting, incident management and problem-solving skills.

Experience managing support tickets, customer incidents and technical escalations.

Excellent communication skills and confidence working directly with customers.

Desirable Skills

Hands-on Amazon Connect administration and configuration.

Knowledge of IVR, call routing and contact centre integrations.

Exposure to AWS Lambda, APIs, JSON or cloud-based integrations.

Experience with ServiceNow or other ITSM platforms.

ITIL certification or experience working in an ITIL-aligned environment.

Previous experience within a Managed Service Provider (MSP).

What's on Offer?

Basic salary of £30,000 to £40,000.

Hybrid working, 3 days in the office.

Additional on-call allowance and enhanced call-out payments.

Fully funded technical certifications and professional development / Certification achievement rewards / Dedicated training and development time.