Customer & Retail Care Technology Engineer

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 Service Now 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.

• Provide 1st/2nd-line support for Amazon Connect, Service Now 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 Service Now 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.

• 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.

• 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.

• 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.

• Partner with our Managed Services provider who deliver 3rd‑line support and develop new functionality across Service Now 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.

• 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.

• Support both project‑led change (new capabilities, platform enhancements, integrations) and ongoing…