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