AWS Connect Support Engineer

Eden Brown; United Kingdom; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A leading recruitment agency in the United Kingdom seeks an experienced AWS Connect Support Engineer for a key role supporting an AWS Connect cloud contact centre. You will administer Amazon Connect, support voice and chat channels, and collaborate with teams for continuous improvements. The ideal candidate has strong AWS experience, excellent problem-solving skills, and over 3 years in IT support roles. This position offers £500 per day on a 3-month rolling contract with a hybrid work model.

Qualifications

• 3+ years in IT support with Tier 2 or team-lead experience.
• Strong hands-on experience with AWS services.
• Excellent communication skills and a customer-focused mindset.

Responsibilities

• Administer and support Amazon Connect including call flows and queues.
• Configure new Connect instances and automate self-service journeys.
• Support voice and chat channels and integrate with external systems.
• Manage incidents, troubleshoot issues, and perform root-cause analysis.
• Collaborate with teams to upskill colleagues on AWS Connect.
• Produce reports on system health and support activity.

Skills

AWS Connect

IVR design

Call routing

ITSM tools

Customer communication

Tools

CloudWatch

Dynamics 365

S3

Job description

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.