Technical Lead

Peaple Talent Ltd; West of England; In loco; GBP 50.000 - 70.000; Tempo pieno

Descrizione del lavoro

Peaple Talent Ltd is seeking an experienced Amazon Connect professional to join a growing technical support team in the West of England. You will own Amazon Connect across customer environments and act as the go-to technical lead within Support.

This role offers a clear 2-year progression path into the Amazon Practice, with opportunities to mentor juniors and collaborate with experienced specialists to develop your technical career.

Competenze

• Strong hands-on experience with Amazon Connect.
• Experience in 3rd line / senior technical support.
• Ability to mentor junior team members and communicate with customers.

Mansioni

• Act as the technical lead for Amazon Connect within Support.
• Provide 3rd line technical support and troubleshooting.
• Own complex Amazon Connect issues and resolve independently.
• Support and mentor junior team members.
• Collaborate with Infrastructure & Escalations team.
• Coordinate with the Amazon Practice on technical issues.
• Advocate for customers using Amazon Connect.
• Work directly with customers to understand and resolve challenges.
• Share knowledge and develop internal capability.

Conoscenze

Amazon Connect

3rd line support

Troubleshooting

Customer communication

Mentoring

Descrizione del lavoro

Clear 2-year progression route into the Amazon Practice

We’re looking for an experienced Amazon Connect professional to join a growing technical support team, taking ownership of Amazon Connect across customer environments and becoming the go-to technical lead within Support.

This is a great opportunity for someone with strong Amazon Connect experience who enjoys solving complex technical issues, supporting others and working directly with customers.

What you’ll be doing:

• Acting as the technical lead for Amazon Connect within the Support team
• Providing 3rd line technical support and troubleshooting
• Taking ownership of complex Amazon Connect issues and working through them independently
• Supporting and mentoring junior members of the team
• Working closely with the Infrastructure & Escalations team
• Liaising with the wider Amazon Practice on technical issues and solutions
• Acting as a technical advocate for customers using Amazon Connect
• Working directly with customers to understand and resolve technical challenges
• Sharing knowledge across the team and helping develop internal capability
• Mentoring team members and supporting their technical development

What we’re looking for:

• Strong hands-on experience with Amazon Connect
• Previous 3rd line / senior technical support experience
• Someone who can work independently and be self-sufficient when dealing with complex support issues
• Strong troubleshooting and problem-solving skills
• Comfortable working directly with customers
• Able to communicate technical information clearly to both technical and non-technical stakeholders
• Experience supporting or mentoring junior technical team members
• A proactive approach and a genuine interest in developing your technical career

This role is designed to develop over time, with a clear 2-year progression route into the Amazon Practice.

You’ll have the opportunity to work closely with experienced Amazon specialists, build your technical expertise and become a key technical voice for Amazon Connect across the business.