The AWS Connect Support Engineer

Adecco; England; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading staffing agency in the United Kingdom is seeking an AWS Connect Support Engineer. In this role, you will manage AWS Connect environments, troubleshoot technical issues, and enhance contact center capabilities. Ideal applicants will have over 3 years in IT support and experience with AWS services. This full-time position offers a competitive day rate within a hybrid work model.

Benefits

Opportunity to work with cutting-edge technologies

Collaborative work environment

Career growth and professional development

Qualifications

• 3+ years in Help Desk/Desktop support or IT support roles.
• 2+ years providing Tier 2 support and team lead experience.

Responsibilities

• Configure and manage AWS Connect instances, call flows, queues, routing profiles, and prompts.
• Monitor ticket queues and ensure timely resolution using ITSM tools.
• Diagnose and resolve call routing issues and performance bottlenecks.

Skills

Hands-on experience with AWS Connect

Familiarity with IVR systems

Proficiency in ITSM tools

Strong communication

Customer service orientation

Ability to manage priorities

Tools

AWS services (e.g., S3)

Job description

AWS Connect Support Engineer

Location: Newham
Employment Type: Full-Time
Contract Type: 3 months
£500 per day Umbrella
Hybrid

Are you passionate about delivering exceptional technical support and ensuring seamless customer experiences? We are looking for an AWS Connect Support Engineer to join our team and take ownership of maintaining and optimizing our cloud‑based contact centre solution powered by Amazon Connect.

About the Role

As an AWS Connect Support Engineer, you will be responsible for configuring, managing, and troubleshooting AWS Connect environments. You'll play a key role in ensuring optimal performance, resolving technical issues, and collaborating with cross‑functional teams to enhance our contact centre capabilities.

Key Responsibilities

Amazon Connect Administration & Support

• Configure and manage AWS Connect instances, call flows, queues, routing profiles, and prompts.
• Maintain and optimize IVR systems and omnichannel contact centre features.
• Design and automate customer self‑service experiences using Amazon Connect flow builder.
• Integrate voice solutions with external applications such as Dynamics365.

Incident & Problem Management

• Monitor ticket queues and ensure timely resolution using ITSM tools.
• Follow SOPs for incident handling, escalation, and documentation.

Technical Troubleshooting

• Diagnose and resolve call routing issues, integration problems, and performance bottlenecks.
• Perform root cause analysis using CloudWatch logs.

Collaboration

• Work closely with telephony managers, system architects, and IT teams to implement improvements.
• Upskill colleagues on AWS Connect capabilities.

Reporting

• Provide management summaries and reports on system health and support activities.

Required Skills & Qualifications

Technical Skills

• Hands‑on experience with AWS Connect and related AWS services (e.g., S3).
• Familiarity with IVR systems, call flow design, and telephony concepts.
• Proficiency in ITSM tools.

Experience

• 3+ years in Help Desk/Desktop support or IT support roles.
• 2+ years providing Tier 2 support and team lead experience.

Soft Skills

• Strong communication and customer service orientation.
• Ability to work collaboratively and manage priorities effectively.

Why Join Us?

• Opportunity to work with cutting‑edge cloud technologies.
• Collaborative and supportive team environment.
• Career growth and professional development.

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.
By applying for this role your details will be submitted to Adecco. Our Candidate Privacy Information Statement explains how we will use your information - please copy and paste the following link in to your browser