Technical Support Engineer - IP, Telephony

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    "description": "<p><span><span style=\"font-size: 12pt; font-weight: bold\">This is a free 16 week training course followed by the potential for a role with one of our clients.</span><br><br></span></p>\n<p><span style=\"font-weight: bold\">Title</span>: Technical Support Engineer<br><br></p>\n<p><span style=\"font-weight: bold\">Job location</span>: Watford, UK (3 times per week)</p>\n<p><br></p>\n<p><span style=\"font-weight: bold\">From free learning to a linked job role</span></p>\n<p>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.<br><br></p>\n<p>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.</p>\n<p><span style=\"font-family: Inter, sans-serif; font-size: 12pt; font-weight: bold\"><br>WHAT WE'RE LOOKING FOR:</span></p>\n<p><span style=\"font-family: Inter, sans-serif; font-size: 12pt\"><span style=\"font-weight: bold\">Core Technical Skills</span></span></p>\n<ul>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Working knowledge of AWS Lambda, CloudWatch, IAM, S3 and event-driven </span><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">architecture.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Understanding of Amazon Lex for speech recognition, NLU, and automated IVR </span><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">flows.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Strong troubleshooting skills across cloud platforms, integrations, APIs, and user </span><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">environments.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">End-User &amp; Operational Expertise</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Experience supporting operational teams in a live contact centre environment.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Strong communication skills, with an ability to explain technical topics to non-</span><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">technical users.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Familiarity with ITIL processes (Incident, Problem, Change).</span></li>\n</ul>\n<p><br></p>\n<p><span style=\"font-family: Inter, sans-serif; font-size: 12pt; font-weight: bold\">Desirable Skills</span></p>\n<ul>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Good working knowledge of IP Telephony, including SIP, codecs, signalling, SIP </span><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">trunking, carrier interactions, and call path diagnostics.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Scripting skills (Python, JavaScript, PowerShell) beneficial.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">AWS or ServiceNow certifications preferred (e.g., AWS CCP/SAA, ServiceNow</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">CSM Implementation Specialist).</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Experience with contact centre analytics and reporting.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">This role suits someone who enjoys working with modern cloud technologies, solving </span><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">complex problems, and continuously improving customer and agent experiences.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">You’ll play a pivotal role in ensuring our Contact Centre platforms remain reliable, user- </span><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">friendly, and aligned to business needs — while contributing to transformative change.<br></span></li>\n</ul>\n<p><br></p>\n<p><span style=\"font-weight: bold\">SKILLS YOU'LL DEVELOP</span></p>\n<ul>\n<li>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</li>\n<li>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.</li>\n<li>Agility &amp; Automation: taking part in modern software development process, you'll further develop your Agile, DevOps and automation skills, deploying to the cloud.</li>\n<li>Innovation &amp; Inclusive products: by building products with DE&amp;I at the core, you will further harness additional techniques in the software development process to foster the development of inclusive products.<br><br></li>\n</ul>\n<p><span style=\"font-weight: bold\">100% FREE LEARNING LINKED TO JOB ROLES</span></p>\n<p>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.</p>\n<p><br></p>\n<p><span style=\"font-weight: bold\">Benefits - vary per client, but are competitive.</span><br></p>\n<p><span style=\"color: rgba(0, 0, 0, 0); font-family: Inter, sans-serif; font-size: 12pt\">act flows, routing, telephony settings, and user administration.</span><span style=\"color: rgba(0, 0, 0, 0); font-family: sans-serif; font-size: 14pt\">d aligned to business needs</span><br><span style=\"color: rgba(0, 0, 0, 0); font-family: sans-serif; font-size: 14pt\">—</span><span style=\"color: rgba(0, 0, 0, 0); font-family: sans-serif; font-size: 14pt\"> </span><span style=\"color: rgba(0, 0, 0, 0); font-family: sans-serif; font-size: 14pt\">hile contributing to transformative change</span></p>",
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