CX Support Engineer (Tier 2) – Amazon Connect Expert

Gamma; Manchester; On-site; GBP 30,000 - 46,000; Full time

Benefits offered by this job

25 days annual leave + birthday

Subsidised private medical insurance

5.1% matched pension contributions

Enhanced parental leave

Life assurance and Income protection

Share save and incentive plans

Electric Vehicle and Cycle scheme

Job summary

Gamma is seeking a Level 2 CX Support Operations specialist to provide expert technical and operational support for Amazon Connect across our UK client base.

You’ll own incidents end-to-end, investigate issues, and coordinate with internal and external teams to restore service while communicating clearly with customers. The role involves on-call work and contributing to knowledge sharing within the team.

Qualifications

• Experience in Tier 2 support or service desk.
• Ability to troubleshoot across applications, data and configurations.
• Clear, calm customer and stakeholder communication.
• Awareness of CX, contact centre, SaaS or cloud support environments.

Responsibilities

• Provide Tier 2 application, solution and operational support for major Amazon Connect clients.
• Own incidents and service requests end-to-end, keeping tickets recorded, prioritised, updated and on track.
• Investigate and troubleshoot issues, resolving where possible or escalating clearly and promptly.
• Provide clear, timely customer updates on progress, ownership, actions and next steps.
• Work with internal teams, vendors and third parties to resolve complex issues and improve outcomes.
• Create and maintain knowledge documentation, customer guidance and team reporting.
• Join the on-call rota and complete planned out-of-hours changes when required.
• Live Gamma values by taking ownership, collaborating openly, supporting colleagues and doing what’s right for customers and the business.

Skills

Tier 2 support

Troubleshooting across apps

Clear communication

CX awareness

Team player

Queue management

Learning agility

Issue spotting

Tools

Amazon Connect

Job description

Gamma is seeking a Level 2 CX Support Operations specialist to provide expert technical and operational support for Amazon Connect across our UK client base.

You’ll own incidents end-to-end, investigate issues, and coordinate with internal and external teams to restore service while communicating clearly with customers. The role involves on-call work and contributing to knowledge sharing within the team.