At a Glance
- Tasks: Troubleshoot and resolve advanced Amazon Connect and telephony issues daily.
- Company: Join a leading tech giant known for innovation and customer obsession.
- Benefits: Enjoy flexible working hours, remote options, and a collaborative environment.
- Other info: On-call rotation for high-priority incidents and participation in go-live activities.
- Why this job: Be part of a dynamic team making a real impact in tech support.
- Qualifications: Bachelor's degree in a relevant field and 3-5 years of experience required.
The predicted salary is between 36000 - 60000 € per year.
Role Summary
The L2 Technical Support Engineer provides advanced troubleshooting and resolution for Amazon Connect and telephony issues. This role supports configuration, integration, and performance monitoring tasks.
Key Responsibilities
- - Investigate and resolve escalated incidents related to call flows, IVR, agent profiles, and telephony routing.
- - Maintain and update configuration settings in Amazon Connect and associated telephony systems.
- - Support integration with CRM platforms such as Pega and third-party tools.
- - Monitor system performance and conduct root cause analysis for recurring issues.
- - Participate in incident bridge calls (P1/P2) and provide technical input.
- - Document solutions and update knowledge base articles.
- - Hands-on experience with Amazon Connect, SIP trunking, and telephony protocols.
- - Knowledge of AWS services and contact center architecture.
- - Experience with call flow design and troubleshooting.
- - Familiarity with network diagnostics and voice quality monitoring tools.
- - Ability to script and automate routine tasks using Python or PowerShell.
- - Bachelor\'s degree in Computer Science, Engineering, or related field.
- - ITIL Intermediate or equivalent process knowledge.
- - 3–5 years of experience in technical support or systems engineering roles.
- - Experience in supporting cloud-based contact center platforms.
- - Amazon Connect Advanced Configuration
- - AWS Certified Solutions Architect – Associate
- - Standard business hours with on-call rotation for high-priority incidents.
- - Participation in go-live and early life support activities
Leve; 2 - Technical Support Engineer - Amazon Connect & Telophony in Glasgow employer: Opus Recruitment Solutions Ltd
As a Level 2 Technical Support Engineer at our company, you will thrive in a dynamic and supportive work environment that prioritises employee growth and development. We offer competitive benefits, including flexible working arrangements and opportunities for professional advancement, all while being part of a collaborative team dedicated to delivering exceptional service in the exciting field of Amazon Connect and telephony. Join us in our vibrant location, where innovation meets community, making it an ideal place for meaningful and rewarding employment.
Contact Detail:
Opus Recruitment Solutions Ltd Recruiting Team
StudySmarter Expert Advice🤫
We think this is how you could land Leve; 2 - Technical Support Engineer - Amazon Connect & Telophony in Glasgow
✨Tip Number 1
Familiarise yourself with Amazon Connect and telephony protocols. Understanding the intricacies of call flows, IVR, and agent profiles will give you a significant edge during interviews, as you'll be able to speak confidently about your experience and knowledge.
✨Tip Number 2
Brush up on your troubleshooting skills, especially in relation to cloud-based contact centre platforms. Be prepared to discuss specific incidents you've resolved in the past, focusing on your approach to root cause analysis and how you documented solutions.
✨Tip Number 3
Showcase your scripting abilities, particularly in Python or PowerShell. If you have examples of how you've automated tasks or improved processes, be ready to share these during discussions to demonstrate your technical prowess.
✨Tip Number 4
Network with professionals in the field, especially those who work with Amazon Connect. Engaging in relevant forums or LinkedIn groups can provide insights into the role and may even lead to referrals, increasing your chances of landing the job with us.
We think you need these skills to ace Leve; 2 - Technical Support Engineer - Amazon Connect & Telophony in Glasgow
Some tips for your application 🫡
Understand the Role:Before applying, make sure you fully understand the responsibilities and requirements of the Level 2 Technical Support Engineer position. Familiarise yourself with Amazon Connect, telephony protocols, and the specific skills mentioned in the job description.
Tailor Your CV:Customise your CV to highlight relevant experience and skills that align with the job description. Emphasise your hands-on experience with Amazon Connect, SIP trunking, and any relevant certifications you hold.
Craft a Compelling Cover Letter:Write a cover letter that showcases your passion for technical support and your problem-solving abilities. Mention specific examples of how you've resolved similar issues in the past and how your skills can benefit the company.
Proofread Your Application:Before submitting, carefully proofread your application materials. Check for spelling and grammatical errors, and ensure that all information is clear and concise. A polished application reflects your attention to detail.
How to prepare for a job interview at Opus Recruitment Solutions Ltd
✨Know Your Technical Stuff
Make sure you're well-versed in Amazon Connect, SIP trunking, and telephony protocols. Brush up on your knowledge of AWS services and contact centre architecture, as these will likely come up during the interview.
✨Prepare for Scenario-Based Questions
Expect to be asked about specific incidents you've handled in the past. Be ready to discuss how you resolved escalated issues related to call flows or IVR systems, as this will demonstrate your problem-solving skills.
✨Showcase Your Scripting Skills
Since scripting and automation are key parts of the role, be prepared to talk about your experience with Python or PowerShell. You might even be asked to provide examples of how you've automated tasks in previous roles.
✨Familiarise Yourself with CRM Integrations
Understanding how Amazon Connect integrates with CRM platforms like Pega is crucial. Be ready to discuss any relevant experience you have with integrations and how they impact overall system performance.
