Amazon Connect Engineer: Incident, Flows & Telephony

Cognizant; Taguig; Presencial; PHP 600.000 - 1.200.000; Jornada completa

Descripción de la vacante

Cognizant in Taguig, Philippines, is seeking an Amazon Connect Support Engineer to oversee day-to-day operation, monitor performance, and troubleshoot a cloud-based contact center built on Amazon Connect.

You will work with contact center operations, telephony, and development teams to ensure high availability, efficient call routing, and continuous improvement, including incident management, contact flow design, and CRM integrations.

Formación

• Hands-on experience with Amazon Connect administration and contact flow design.
• Working knowledge of AWS services: Lambda, CloudWatch, IAM, S3, DynamoDB, Lex, Kinesis.
• Understanding of contact center concepts: ACD, IVR, CTI, omnichannel routing, WFM.
• Familiarity with VoIP, SIP, and telephony fundamentals.
• Basic scripting or programming (Python or Node.js, JSON).
• Experience with ITSM tools and monitoring platform.

Responsabilidades

• Operate and monitor the Amazon Connect contact center day-to-day.
• Troubleshoot incidents including call quality and routing issues.
• Design and maintain contact flows and configuration settings.
• Monitor performance metrics and drive improvements.
• Support integrations with CRM tools and Lambda/DynamoDB/S3 pipelines.
• Coordinate with telco carriers and internal teams on connectivity.
• Prepare runbooks and analytics reports.

Conocimientos

Amazon Connect

Contact flow design

AWS Lambda

CloudWatch

IAM

S3

DynamoDB

Lex

Kinesis

VoIP

SIP

Telephony basics

Python

Node.js

JSON

ITSM tools

Monitoring

Herramientas

ServiceNow

Jira

CloudWatch

Athena

QuickSight

Contact Lens

Descripción del empleo

Cognizant in Taguig, Philippines, is seeking an Amazon Connect Support Engineer to oversee day-to-day operation, monitor performance, and troubleshoot a cloud-based contact center built on Amazon Connect.

You will work with contact center operations, telephony, and development teams to ensure high availability, efficient call routing, and continuous improvement, including incident management, contact flow design, and CRM integrations.