Technical Support Engineer – IP, Telephony
United Kingdom
Full Time
8 hours ago
$55,000 - $62,000 GBP
Key skills
AWSCloudJavaJavaScriptPythonServiceNowPowerShellData EngineeringAnalyticsLambdaS3IAMCloudWatchCommunication
About this role
Role Overview
- Provide support as a Technical Support Engineer with one of our clients
- Troubleshoot technical issues for cloud platforms and user environments
- Collaborate with operational teams to enhance contact centre performance
- Communicate technical information effectively to non-technical users
- Engage in continuous improvement of customer and agent experiences.
Requirements
- 1.5+ years of experience in Software or Data Engineering (Python)
- Java or JavaScript
- 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
- 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)
- 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.
Tech Stack
- AWS
- Cloud
- Java
- JavaScript
- Python
- ServiceNow
Benefits
- Benefits
- vary per client, but are competitive.