Technical Support Engineer

Technical Support Engineer - 6 month contract - Glasgow

We are currently recruiting a Technical Support Engineer to be based out of our customers office in the Glasgow area on an initial 6 month contract. The successful candidate will be responsible for providing advanced technical support for Amazon Connect and telephony systems, ensuring the stability and performance of enterprise contact centre solutions. This role focuses on investigating and resolving complex incidents related to call flows, IVR configurations, agent profiles, and telephony routing, while also maintaining and updating system configurations to support evolving business need s.

Key Responsibilities

• Investigate and resolve escalated incidents related to call flows, IVR, agent profiles, and telephony routing.
• Maintain and update configuration settings in Amazon Connect and associated telephony systems.
• Support integration with CRM platforms such as Pega and third-party tools.
• Monitor system performance and conduct root cause analysis for recurring issues.
• Participate in incident bridge calls (P1/P2) and provide technical input.
• Document solutions and update knowledge base articles.

Required Technical Skills

• Hands-on experience with Amazon Connect, SIP trunking, and telephony protocols.
• Knowledge of AWS services and contact centre architecture.
• Experience with call flow design and troubleshooting.
• Familiarity with network diagnostics and voice quality monitoring tools.
• Ability to script and automate routine tasks using Python or PowerShell

At Lucid, we celebrate difference and value diverse perspectives, underpinned by our values of Honesty, Integrity, and Pragmatism. We welcome applications from all suitably qualified or experienced candidates, regardless of personal characteristics. If you have a disability or health condition and seek support throughout the recruitment process, please do not hesitate to contact us.