Amazon Connect Operational Support Engineer, £450 - 500 per day Inside IR35

3-month rolling, Remote Working

Bench IT requires an Amazon Connect Operational Support Engineer to provide business-as-usual (BAU) support for live Amazon Connect environments. The successful candidate will be keeping client contact centre platforms stable and running, resolving incidents quickly, and handling the steady stream of day-to-day operational change requests that come with a live production service.

Key Responsibilities

• Provide day-to-day operational support for live Amazon Connect environments (incident, problem, and minor change management)
• Monitor platform health via CloudWatch, Contact Lens, and Connect dashboards, proactively identifying and resolving issues
• Triage and resolve incidents within agreed SLAs, escalating to Development/Architecture where root cause requires build-level change
• Handle routine configuration changes: contact flow updates, queue/routing profile changes, hours of operation, prompts
• Maintain platform documentation, run books, and known-error records
• Support client stakeholders with operational queries and minor enhancement requests
• Participate in change advisory processes for any production changes
• Contribute to monthly service reporting (incident volumes, SLA performance, platform availability)
• Support out-of-hours/on-call rotation where required by the client contract

Required Experience

• Experience operating and supporting a live Amazon Connect environment (not just build/project experience)
• Experience supporting multi-client or multi-tenant Connect environments
• Solid understanding of Connect contact flows, routing, and queue configuration at an operational level
• Familiarity with AWS monitoring tools (CloudWatch, Contact Lens) for platform health and issue diagnosis
• ITIL-aligned incident/change/problem management experience
• Confident communicator, comfortable working directly with client operational stakeholders
• Ability to work to defined SLAs and escalation paths

Amazon Connect Operational Support Engineer, £450 - 500 per day Inside IR35

3-month rolling, Remote Working