A bit about the role
The C&RC Technology Engineer is responsible for the maintenance, support, and continuous improvement of our Contact Centre technology platforms, primarily Amazon Connect, supporting AWS services, and ServiceNow Customer Service Management (CSM). This role ensures the stability, reliability, and performance of our Contact Centre environment by providing technical support, managing integrations, resolving incidents, supporting end users, and collaborating closely with internal teams and external Managed Services partners. The C&RC Technology Engineer will also contribute to project-led change and agile continuous improvement, proactively working with business stakeholders and Product Owners to identify enhancements across the entire Contact Centre technology stack.
This role suits someone who enjoys working with modern cloud technologies, solving complex problems, and continuously improving customer and agent experiences. You’ll play a pivotal role in ensuring our Contact Centre platforms remain reliable, user friendly, and aligned to business needs — while contributing to transformative change across our customer engagement ecosystem.
What you’ll be doing
Operational Support & Incident Resolution
- Provide 1st/2nd-line support for Amazon Connect, ServiceNow CSM, and associated AWS services (Lambda, Lex, Quicksight, S3, Cloudwatch).
- Troubleshoot issues across contact flows, routing profiles, telephony, integration failures, Lex bots, agent tooling, and ServiceNow workflows.
- Investigate incidents, service requests, and problem tickets, ensuring timely resolution in line with SLAs.
- Perform root cause analysis and implement long-term solutions to prevent recurrence.
Platform Administration
Amazon Connect
- Review and identify improvements to contact flows, queues, routing profiles, hours of operation, agent hierarchies, permissions, and telephony settings.
- Review and identify improvements to Amazon Lex bots used for speech-to-text, intent recognition, and automated customer journeys.
- Monitor and troubleshoot Lambda integrations with multiple third‑party endpoints, including reviewing logs and behaviour across upstream/downstream systems.
ServiceNow CSM
- Support configuration of case management, SLAs, assignment rules, UI policies, flows, and omni‑channel routing (Advanced Work Assignment).
- Assist in maintaining knowledge base structures and access controls.
End‑User Support & IT Support Collaboration
- Provide expert second‑line assistance to end users, including contact centre agents, operational leaders, and supervisors.
- Work closely with the Service Desk and Desktop Support teams to diagnose and resolve client‑side issues (browsers, networks, workstations, permissions, headsets).
- Improve ITSM processes such as access control, change management, onboarding/offboarding workflows, incident categorisation, and knowledge article creation for first‑line support.
- Act as a technical escalation point for issues impacting agent productivity or customer experience.
Collaboration with Managed Services Provider
- Partner with our Managed Services provider who deliver 3rd‑line support and develop new functionality across ServiceNow CSM, Amazon Connect, and AWS.
- Prepare high‑quality escalations with full technical context, ensuring smooth and efficient handoff.
- Review and validate delivered fixes, enhancements, and new features.
- Coordinate testing, release planning, and production deployments.
- Contribute to improving joint operational processes and communication flows.
Wider Technology Ecosystem Awareness
- Build and maintain a strong understanding of how the Contact Centre platforms integrate with the wider Technology landscape, including gaming systems, third parties, data platforms, identity and access management, networking, and end‑user compute.
- Work with architects, system owners, and product teams to understand system dependencies and contribute to cross‑platform change.
- Apply this understanding to improve support documentation, runbooks, and operational readiness.
Project Delivery & Agile Continuous Improvement
- Support both project‑led change (new capabilities, platform enhancements, integrations) and ongoing agile improvements across the Contact Centre technology stack.
- Work with Product Owners, Business Analysts, Developers, and the Managed Services provider to refine requirements and contribute technical insight.
- Participate in sprints, testing cycles, and release readiness activities.
- Ensure operational teams are fully prepared for new features, with documentation and support materials kept up to date.
Business Engagement & Proactive Improvement
- Work proactively with Product Owners and business stakeholders to identify opportunities for improvement based on operational feedback, performance data, and service trends.
- Support discovery workshops, roadmap planning, and prioritisation sessions.
- Translate business needs into actionable technical requirements and collaborate on delivery with internal and external partners.
What experience we’re looking for
Core Technical Skills
- Hands‑on experience supporting and configuring Amazon Connect, including contact flows, routing, telephony settings, and user administration.
- Working knowledge of AWS Lambda, CloudWatch, IAM, S3 and event‑driven architecture.
- Understanding of Amazon Lex for speech recognition, NLU, and automated IVR flows.
- Strong troubleshooting skills across cloud platforms, integrations, APIs, and user environments.
End‑User & Operational Expertise
- Experience supporting operational teams in a live contact centre environment.
- Strong communication skills, with an ability to explain technical topics to non technical users.
- Familiarity with ITIL processes (Incident, Problem, Change).
Desirable Skills
- Good working knowledge of IP Telephony, including SIP, codecs, signalling, SIP trunking, carrier interactions, and call path diagnostics.
- Scripting skills (Python, JavaScript, PowerShell) beneficial.
- AWS or ServiceNow certifications preferred (e.g., AWS CCP/SAA, ServiceNow CSM Implementation Specialist).
- Experience with contact centre analytics and reporting.
- Certifications in AWS, ServiceNow, or ITSM disciplines are advantageous.
Benefits
- Company Bonus Scheme
- Matched pension contributions up to 8.5%
- 26 days annual leave + 2 Life Days (and bank holidays)
- Single Private Health Cover
- Complimentary Private Medical
- Income Protection
- Flexible Benefits – EV Scheme, Money Coach, Will Writing, Mortgage Advice, Dental and Eye Care Schemes.
- Enhanced Family Leave (Maternity, Paternity, Adoption)
- Wellness Allowance £500
- Employee Assistance Programme
- Discounted Health Assessments
- Volunteering Days
- Matched Funding
Equal Opportunities
We are a Disability Confident Leader which means we’ve taken proactive steps to ensure our workplace is accessible and inclusive for disabled and neurodivergent colleagues and candidates. As part of this we offer an interview to disabled applicants who meet the essential requirements of the job.
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