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- Tasks: Support clients using Amazon Connect, resolving technical issues and managing service changes.
- Company: Join a dynamic team in Bristol focused on cloud contact centre solutions.
- Benefits: Enjoy a £30,000 salary, 25-30 days leave, private medical insurance, and more perks.
- Why this job: Gain hands-on experience, career progression opportunities, and work with cutting-edge technology.
- Qualifications: A degree or equivalent experience in IT, with familiarity in Amazon Connect preferred.
- Other info: Comprehensive training and certification opportunities provided.
The predicted salary is between 24000 - 36000 £ per year.
Peaple Talent have partnered with a client in Bristol on an exclusive basis to recruit for a Support Engineer to help support customers in the Amazon CX space. Our client is looking for a skilled engineer with hands-on experience in Amazon Connect or related cloud contact centre platforms. This role sits within our client’s Support Team, with a core focus on assisting clients who use Amazon Connect and customized solutions.
Our client offers a comprehensive training program tailored to the successful candidate, including certification opportunities with our client’s technology partners. Our client actively supports career progression, with clear paths into advanced support, software development, or implementation roles.
As part of our client’s Amazon practice, this role serves as a technical point of contact for Amazon Connect within the Support Team. You’ll engage with clients to resolve 1st and 2nd line support requests and handle service changes, these may include updates to operating hours, modifications to routing and call flows, or changes to reporting outputs. You’ll also be expected to develop strong customer relationships by delivering dependable and knowledgeable support.
Key Experience Required:
- Proven experience managing incidents and resolving problems in a structured, ITIL-aligned technical setting.
- A university degree or equivalent professional experience is required.
- Solid grasp of IT infrastructure and systems, preferably within cloud-based contact centre environments.
- Familiarity with Amazon Connect is highly desirable.
- Exceptional analytical thinking and a methodological approach to troubleshooting, always aiming to deliver solutions that align with customer needs.
- Comfortable working across multiple stakeholder groups, including internal and external teams, up to director level.
- Ability to collaborate closely with project and program teams to transition new clients into day-to-day support operations.
The Package:
- Basic annual salary of £30,000 per annum.
- 25 days of annual leave, increasing to 30 days with continuous service.
- Pension plan, raising up to 8% of employer contribution.
- Private medical insurance, option to extend cover to family members.
- Travel Insurance, coupled with health coverage.
- Income protection insurance.
- Life assurance of 4x your salary.
- Employee Assistance Program.
- Discounts through perks scheme.
Software Support (Greater Bristol Area) employer: Peaple Talent
Contact Detail:
Peaple Talent Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Software Support (Greater Bristol Area)
✨Tip Number 1
Familiarise yourself with Amazon Connect and its features. Since the role specifically requires experience with this platform, having a solid understanding of its functionalities will help you stand out during interviews.
✨Tip Number 2
Network with professionals in the cloud contact centre space. Engaging with others who work with Amazon Connect can provide insights into the role and may even lead to referrals, increasing your chances of landing the job.
✨Tip Number 3
Prepare to discuss your problem-solving skills in detail. Given the emphasis on incident management and troubleshooting in the job description, be ready to share specific examples of how you've successfully resolved technical issues in the past.
✨Tip Number 4
Showcase your ability to work collaboratively with various stakeholders. Highlight any experiences where you've effectively communicated with different teams or clients, as this is crucial for the Support Engineer role.
We think you need these skills to ace Software Support (Greater Bristol Area)
Some tips for your application 🫡
Understand the Role: Read the job description thoroughly to understand the key responsibilities and required skills for the Software Support position. Tailor your application to highlight relevant experience with Amazon Connect or similar cloud contact centre platforms.
Highlight Relevant Experience: In your CV and cover letter, emphasise your hands-on experience in managing incidents and resolving problems in an ITIL-aligned environment. Provide specific examples of how you've successfully supported clients or improved processes.
Showcase Analytical Skills: Demonstrate your analytical thinking and troubleshooting abilities in your application. Use concrete examples to illustrate how you approach problem-solving and deliver solutions that meet customer needs.
Personalise Your Cover Letter: Craft a personalised cover letter that addresses the hiring manager directly. Mention why you're interested in this role and how your background aligns with the company's goals, particularly in supporting Amazon Connect users.
How to prepare for a job interview at Peaple Talent
✨Showcase Your Technical Skills
Make sure to highlight your hands-on experience with Amazon Connect or similar cloud contact centre platforms. Be prepared to discuss specific incidents you've managed and how you resolved them, as this will demonstrate your technical proficiency.
✨Demonstrate Problem-Solving Abilities
Prepare examples of how you've approached troubleshooting in a structured manner. Use the STAR method (Situation, Task, Action, Result) to explain how you identified problems and delivered solutions that met customer needs.
✨Build Rapport with Interviewers
Since this role involves developing strong customer relationships, practice engaging with your interviewers. Show your interpersonal skills by asking questions and actively listening to their responses, which will reflect your ability to connect with clients.
✨Understand the Company Culture
Research the company’s values and culture before the interview. Being able to articulate how your personal values align with theirs can set you apart and show that you're genuinely interested in being part of their team.
