The Role We’re looking for a Contact Centre Voice Engineer to support the day-to-day operation and development of our telephony platform, which handles approximately 1,600 calls per day. You’ll work with cross-functional teams to maintain system stability, support users, and help identify improvements in how we serve our customers through telephony. This is a great opportunity for someone early in their career to gain hands-on experience in managing a cloud-based contact centre solution. What You'll Do Monitor and maintain the Amazon Connect platform and other systems, ensuring reliable operation and performance. Support contact centre agents and team leaders with day-to-day system issues and access management. Assist in the setup and configuration of call flows, queues, and routing rules. Collaborate with technical teams and stakeholders to identify and implement process improvements. Generate reports and metrics to support performance analysis. Support testing and deployment of new features or updates. Help ensure compliance with data handling and privacy regulations. What You'll Bring Experience in working with Amazon Connect in an administrative role Experience or strong interest in other telephony platforms (preferably Nice). Understanding of call flow logic and contact routing principles. Ability to work effectively with both technical and non-technical colleagues. Eagerness to learn and grow within a technical operations team. Strong problem-solving skills and a methodical approach to troubleshooting. Familiarity with AWS tools (CloudWatch, Lambda, etc.) is a plus but not required. Excellent communication and organisational skills. What Success Looks Like Smooth day-to-day operation of our telephony platform with minimal disruptions. High levels of agent satisfaction with system support and response times. Improved call flow efficiency and reporting insights for leadership. Demonstrated learning and growing ownership of technical components of the system.