AWS Connect Support Engineer

AWS Connect Support Engineer - East London
£500 per day (Umbrella) | 3-month rolling contract | Hybrid (2-3 days on site)

An East London Council is seeking an experienced AWS Voice / Amazon Connect Support Engineer to provide technical support, maintenance, and optimisation of our cloud contact centre environment. This is a key role ensuring the stability, performance, and continual improvement of our AWS Connect platform.

Key Responsibilities:

• Administer and support Amazon Connect including call flows, queues, routing profiles, prompts, and IVR.

• Configure new Connect instances and design automated self-service journeys using Flow Builder.

• Support voice and chat channels and integrate solutions with external systems (e.g., Dynamics 365).

• Manage incidents, troubleshoot issues, and perform root-cause analysis using tools like CloudWatch.

• Collaborate with telephony, IT, and architecture teams, and help upskill colleagues on AWS Connect.

• Produce reports and summaries on system health and support activity.

Skills & Experience:

• Strong hands-on experience with AWS Connect and related AWS services (e.g., S3).

• Knowledge of IVR design, call routing, and telephony concepts.

• Proficiency with ITSM tools and structured incident management.

• 3+ years in IT support (Helpdesk/Desktop), plus 2+ years in Tier 2 or team-lead roles.

• Excellent communication skills and a customer-focused mindset.

Eden Brown is committed to equality in the workplace and is an equal opportunity employer. Eden Brown is acting as an Employment Business in relation to this vacancy.