Tier 2 CX Support Engineer – Amazon Connect Specialist

Gamma; Manchester; Hybrid; GBP 28,000 - 38,000; Full time

Benefits offered by this job

Annual leave + birthday

Private medical insurance

Pension

Enhanced parental leave

Life assurance

Incentive plans

EV & Cycle scheme

Employee discounts

Volunteer day

Job summary

Gamma in Manchester is seeking a Level 2 CX Support Operations specialist to provide confident, customer-focused technical and operational support across Amazon Connect and CX tooling. You’ll own incidents end-to-end, investigate and resolve, and coordinate escalations when needed.

You’ll join a collaborative, fast-growing team, participate in on-call duties, contribute to knowledge sharing, and help drive service stability, SLA performance and continuous improvement for Gamma's CX support.

Qualifications

• Experience in Tier 2 application/support or strong user experience with Amazon Connect.
• Ability to troubleshoot across applications, users, access, configuration, integrations, data, logs and processes.
• 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.
• 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

Amazon Connect

Customer communication

Problem solving

Tools

Amazon Connect

CX tooling

Job description

Gamma in Manchester is seeking a Level 2 CX Support Operations specialist to provide confident, customer-focused technical and operational support across Amazon Connect and CX tooling. You’ll own incidents end-to-end, investigate and resolve, and coordinate escalations when needed.

You’ll join a collaborative, fast-growing team, participate in on-call duties, contribute to knowledge sharing, and help drive service stability, SLA performance and continuous improvement for Gamma's CX support.