Senior Contact Centre Engineer

Collinson; Cape Town; On-site; ZAR 700 000 - 900 000; Full time

Job summary

A global travel solutions company based in Cape Town is seeking an experienced Senior DevOps Engineer to maintain and improve contact centre infrastructure using AWS. The role involves supporting Amazon Connect and implementing solutions based on requirements. Ideal candidates will have proficiency in AWS services and excellent troubleshooting skills. This role offers flexibility during incidents and the chance to work with a diverse team.

Qualifications

• Expertise in Amazon Connect and compliance frameworks.
• Experience in AWS Sys-Dev Ops and technical support.
• Ability to work under pressure and independently.

Responsibilities

• Lead support for Amazon Connect and related AWS services.
• Perform proactive issue resolution and incident management.
• Collaborate with global teams and maintain knowledge base.

Skills

AWS Services: Amazon Connect

Programming: Python

Troubleshooting abilities

Contact centre operations knowledge

Education

AWS CCP Certification

Tools

Freshdesk

JavaScript

Job description

Collinson is the global, privately-owned company dedicated to helping the world to travel with ease and confidence. The group offers a unique blend of industry and sector specialists who together provide market-leading airport experiences, loyalty and customer engagement, and insurance solutions for over 400 million consumers.

Collinson is the operator of Priority Pass, the world’s original and leading airport experiences programme. Travellers can access a network of 1,500+ lounges and travel experiences, including dining, retail, sleep and spa, in over 650 airports in 148 countries, helping to elevate the journey into something special. We work with the world’s leading payment networks, over 1,400 banks, 90 airlines and 20 hotel groups worldwide.

We have been bringing innovation to the market since inception – from launching the first independent global VIP lounge access Programme, Priority Pass to being the first to sell direct travel insurance in the UK through Columbus Direct and creating the first loyalty agency of its kind in the travel sector with ICLP. Today we still invest heavily in innovation to ensure that we continue to deliver superior customer experiences.

Key clients include Mastercard, American Express, Cathay Pacific, British Airways, LATAM, Flying Blue, Accor, EasyJet, HSBC, Chase, HDFC.

Our mission is focused on doing good beyond profit, which for us means we seek out opportunities for our people to share in our success and that we give back to the communities and people within which we work.

Never short of ambition, the success of our business is delivered through the diverse and talented team of over 2,200 global colleagues.

Summary

We are looking for a confident and experienced Senior DevOps Engineer in Amazon Connect and ContactCentre Operations - Methodologies, Amazon Web Services (Cloud), Microsoft Teams as well as WindowsServers, with AWS Sys-Dev Ops level knowledge. Experience of Freshdesk / Freshworks beneficial. Experience in working within Compliance frameworks, such as PCI-DSS, ISO 27001 and SOC2.

Role Overview

A Contact Centre technical support position requiring AWS expertise, focusing on maintaining and improving contact centre infrastructure while providing daily support to end users.

Key Responsibilities

• Lead support for Amazon Connect and related AWS services
• Perform daily monitoring, proactive issue resolution, and incident management
• Design, deliver, and configure contact centre solutions per business requirements
• Document processes, perform technical analysis, and maintain knowledge base
• Participate in BCP / DR testing and collaborate with global teams
• Handle service on / off-boarding and change requests

Required Technical Skills

• AWS Services : Amazon Connect (call flows, routing, dial plans), EC2, VPC, Lambda, DynamoDB, CloudWatch, API Gateways, S3, Lex, and related services
• Programming : Python, Java, SQL
• Other : AWS Sys / Dev Ops experience, ITIL Service Management, strong troubleshooting abilities, contact centre operations knowledge
• Compliance : Understanding of PCI-DSS, ISO 27001, SOC2

Desired Qualifications

• AWS CCP Certification
• SIP / VOIP / WebRTC knowledge
• Freshdesk CRM experience
• JavaScript scripting abilities

Personal Attributes

• Self-motivated learner
• Calm under pressure
• Able to work independently
• Flexible with hours during incidents
• Strong relationship-building skills

Collinson is an equal opportunity employer and welcomes differences in all their forms including : colour, race, ethnicity, gender identity, sexual orientation, neurodivergence, family status, age, individuals with disabilities and people from all backgrounds, cultures and experiences as we strongly believe this contributes to our on-going success.

We are focused on continually evolving our purpose driven, high performing culture, providing an environment where our people have the opportunity to achieve their full potential and do interesting and meaningful work. Our company values are : Take Action, Do the right thing, One team and Be insight led. These help guide everything we do internally in terms of how we think, act and interact, right through to how we deliver value to our customers and clients.

In your application, please feel free to note which pronouns you use (For example - she / her / hers, he / him / his, they / them / theirs, etc).