Technical Support Engineer - IP, Telephony

This is a free 16 week training course followed by the potential for a role with one of our clients.

Title: Technical Support Engineer

Job location: Watford, UK (3 times per week)

From free learning to a linked job role

Our Mid-Level Accelerator programme with a linked job role is perfect for those who have 1.5+ years of experience in Software or Data Engineering (Python), Java or JavaScript and are looking to progress their career and move into a Mid-Level technical role with a new and exciting opportunity with one of our clients.

These job roles are linked directly to free education, and upon completion of our course, you will be equipped to start your role as a Technical Support Engineer with one of our clients.

WHAT WE'RE LOOKING FOR:

Core Technical Skills

• 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.


• End-User & Operational Expertise


• 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).

Desirable Skills

• 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.


• 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.
  

SKILLS YOU'LL DEVELOP

• T-Shaped Skill Set: become the go-to person for your technical specialism in addition to building on your collaborative skills to understand and empathise with other tech roles and stakeholders


• Technical Leadership: you'll develop your technical professional skills across mentoring, teamwork, stakeholder communication, and technical decision-making to put you on the pathway to senior individual contributor or technical management roles.


• Agility & Automation: taking part in modern software development process, you'll further develop your Agile, DevOps and automation skills, deploying to the cloud.


• Innovation & Inclusive products: by building products with DE&I at the core, you will further harness additional techniques in the software development process to foster the development of inclusive products.
  
  

100% FREE LEARNING LINKED TO JOB ROLES

Just like all of our courses, the Mid-Level Accelerator is 100% free for all students. There are no secret or hidden fees, no payment upon completion, and no debt. We work with our partner companies to ensure this education is free for all learners.

Benefits - vary per client, but are competitive.

act flows, routing, telephony settings, and user administration.d aligned to business needs
— hile contributing to transformative change