Leve; 2 - Technical Support Engineer - Amazon Connect & Telophony
Level 2 (L2) – Technical Support Engineer – Amazon Connect & Telephony - Outside IR35 6 month contract Role Summary The L2 Technical Support Engineer provides advanced troubleshooting and resolution for Amazon Connect and telephony issues. This role supports configuration, integration, and performance monitoring tasks.Key Responsibilities
- - Investigate and resolve escalated incidents related to call flows, IVR, agent profiles, and telephony routing.
- - Maintain and update configuration settings in Amazon Connect and associated telephony systems.
- - Support integration with CRM platforms such as Pega and third-party tools.
- - Monitor system performance and conduct root cause analysis for recurring issues.
- - Participate in incident bridge calls (P1/P2) and provide technical input.
- - Document solutions and update knowledge base articles.
- - Hands-on experience with Amazon Connect, SIP trunking, and telephony protocols.
- - Knowledge of AWS services and contact center architecture.
- - Experience with call flow design and troubleshooting.
- - Familiarity with network diagnostics and voice quality monitoring tools.
- - Ability to script and automate routine tasks using Python or PowerShell.
- - Bachelor's degree in Computer Science, Engineering, or related field.
- - ITIL Intermediate or equivalent process knowledge.
- - 3–5 years of experience in technical support or systems engineering roles.
- - Experience in supporting cloud-based contact center platforms.
- - Amazon Connect Advanced Configuration
- - AWS Certified Solutions Architect – Associate
- - Standard business hours with on-call rotation for high-priority incidents.
- - Participation in go-live and early life support activities
- Company
- Opus Recruitment Solutions Ltd
- Location
- Glasgow, Lanarkshire, Scotland, United Kingdom
- Employment Type
- Contractor
- Salary
- Salary negotiable
- Posted
- Company
- Opus Recruitment Solutions Ltd
- Location
- Glasgow, Lanarkshire, Scotland, United Kingdom
- Employment Type
- Contractor
- Salary
- Salary negotiable
- Posted