The AWS Connect Support Engineer

Adecco; North East; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A leading staffing agency is looking for an AWS Connect Support Engineer in Newham. In this role, you will manage AWS Connect environments, troubleshoot technical issues, and collaborate with cross-functional teams to enhance the contact centre experience. Candidates should have over 3 years of IT support experience, strong communication skills, and familiarity with AWS and IVR systems. This is a full-time role with a contract of 3 months, offering a competitive daily rate.

Benefits

Opportunity to work with cutting-edge cloud technologies

Collaborative team environment

Career growth and professional development

Qualifications

• Hands-on experience with AWS Connect and related AWS services.
• 3+ years in Help Desk/Desktop support or IT support roles.
• Strong communication and customer service orientation.

Responsibilities

• Configure and manage AWS Connect instances and call flows.
• Monitor ticket queues and ensure timely resolution.
• Diagnose and resolve call routing and integration issues.

Skills

AWS Connect

IVR systems

ITSM tools

Customer service orientation

Collaboration

Tools

Amazon 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 optimise 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 Dynamics 365.
• 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, integration, and performance issues.
  • 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.