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.Required Technical Skills
- Hands-on experience with Amazon Connect, SIP trunking, and telephony protocols.
- Knowledge of AWS services and contact centre 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.Qualifications
- Bachelor's degree in Computer Science, Engineering, or related field.
- ITIL Intermediate or equivalent process knowledge.Experience
- 3–5 years of experience in technical support or systems engineering roles.
- Experience in supporting cloud-based contact centre platforms.Certifications
- Amazon Connect Advanced Configuration
- AWS Certified Solutions Architect – AssociateWorking Conditions
- Standard business hours with on-call rotation for high-priority incidents.
- Participation in go-live and early life support activities