Amazon Connect Technical Lead – 3rd Line Support

We’re looking for an experienced Amazon Connect professional to join a growing technical support team, taking ownership of Amazon Connect across customer environments and becoming the go-to technical lead within Support.

This is a great opportunity for someone with strong Amazon Connect experience who enjoys solving complex technical issues, supporting others and working directly with customers.

What you’ll be doing:

• Acting as the technical lead for Amazon Connect within the Support team

• Providing 3rd line technical support and troubleshooting

• Taking ownership of complex Amazon Connect issues and working through them independently

• Supporting and mentoring junior members of the team

• Working closely with the Infrastructure & Escalations team

• Liaising with the wider Amazon Practice on technical issues and solutions

• Acting as a technical advocate for customers using Amazon Connect

• Working directly with customers to understand and resolve technical challenges

• Sharing knowledge across the team and helping develop internal capability

• Mentoring team members and supporting their technical development

What we’re looking for:

• Strong hands-on experience with Amazon Connect

• Previous 3rd line / senior technical support experience

• Someone who can work independently and be self-sufficient when dealing with complex support issues

• Strong troubleshooting and problem-solving skills

• Comfortable working directly with customers

• Able to communicate technical information clearly to both technical and non-technical stakeholders

• Experience supporting or mentoring junior technical team members

• A proactive approach and a genuine interest in developing your technical career

Why join?

This role is designed to develop over time, with a clear 2-year progression route into the Amazon Practice.

You’ll have the opportunity to work closely with experienced Amazon specialists, build your technical expertise and become a key technical voice for Amazon Connect across the business.