We''re working with an established technology and managed services organisation looking to recruit experienced Contact Centre Support Engineers to join its growing technical support function. This opportunity is ideal for someone with a background in AWS, Amazon Connect or cloud-based contact centre technologies, who enjoys hands-on troubleshooting, technical problem-solving and working directly with customers. You''ll be joining a specialist team responsible for supporting cloud contact centre solutions, managing technical incidents and ensuring the reliability of customer-facing services. This is a genuine 2nd Line / Tier 2 support position, requiring someone who can independently investigate incidents, manage escalations and provide a high standard of technical support. Key Responsibilities Provide 2nd Line technical and application support across AWS-based contact centre platforms. Investigate, troubleshoot and resolve technical incidents affecting customer environments. Support contact centre applications, configurations and associated integrations. Manage technical tickets through investigation, resolution and escalation. Raise and manage technical support cases with AWS and third-party vendors. Communicate directly with customers, providing clear incident updates and technical guidance. Work with internal technical teams to resolve more complex platform issues. Contribute to service reviews, technical documentation and continuous service improvement. ..... full job details .....