Amazon Connect Cloud Support Engineer (APAC / AU Hours)

Concentrix; Philippines; Remote; PHP 480,000 - 720,000; Full time

Job summary

Concentrix Catalyst is expanding its ANZ Managed Services with two Philippines-based Mid-level Cloud/Connect Engineers. You will support a major Amazon Connect account during Australian business hours, providing day-to-day incident and service-request handling while collaborating with AU-based engineers and the Service Delivery Manager as part of a unified team.

You will manage incident triage, configuration updates, and knowledge-base contributions, ensuring timely resolutions and adherence to

Qualifications

• 2+ years in a cloud or contact-centre technical support role.
• Exposure to Amazon Connect or a comparable CCaaS platform (Genesys, NICE, Talkdesk) preferred.
• Knowledge of core AWS services (Lambda, S3, CloudWatch, IAM) to diagnose production issues.
• Excellent written English for client-facing ticket communication.

Responsibilities

• Provide Tier 1/2 production support for AWS (Amazon Connect & AWS Services) environment — triage, diagnosis, and resolution within SLAs.
• Handle standard service requests (moves/adds/changes, configuration updates, reporting) within scope.
• Maintain and contribute to the client knowledge base; document recurring issues and fixes.
• Escalate complex issues to the Senior Cloud/Connect Engineer with full context.

Skills

AWS services

Amazon Connect

CCaaS platforms

Incident handling

Written English

Job description

Concentrix Catalyst is expanding its ANZ Managed Services with two Philippines-based Mid-level Cloud/Connect Engineers. You will support a major Amazon Connect account during Australian business hours, providing day-to-day incident and service-request handling while collaborating with AU-based engineers and the Service Delivery Manager as part of a unified team.

You will manage incident triage, configuration updates, and knowledge-base contributions, ensuring timely resolutions and adherence to