Amazon Connect Support Engineer

Concentrix Philippines; Makati; On-site; PHP 420,000 - 700,000; Full time

Job summary

Concentrix Catalyst in the Philippines is seeking a mid-level Cloud/Connect Engineer to join our ANZ Managed Services team, supporting a major Amazon Connect deployment for an Australian client during AU business hours.

You will handle Tier 1/2 incidents, perform moves/adds/changes, contribute to the knowledge base, and collaborate with the AU-based Senior Engineer and Service Delivery Manager to ensure smooth operation and high availability.

Qualifications

• 2+ years in a cloud or contact-centre technical support role, exposure to CCaaS (Amazon Connect, Genesys, NICE, Talkdesk) is a plus.
• Working knowledge of core AWS services (Lambda, S3, CloudWatch, IAM) to diagnose production issues.
• Strong incident-handling discipline with clear communication and SLA adherence.
• Good written English for client-facing communications.
• Comfortable working as part of an AU-based team with regular overlap during AU business hours.
• AWS Certified Cloud Practitioner or equivalent preferred; willingness to pursue Amazon Connect/Associate level.

Responsibilities

• Provide Tier 1/2 production support for the AWS/Amazon Connect environment, incident 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 documenting recurring issues and fixes.
• Escalate complex issues to the Senior Cloud/Connect Engineer with full context.
• Operate within Australian business hours with timezone offset; participate in daily stand-ups and team syncs.
• Support onboarding/offboarding of end users and routine platform maintenance.
• Participate in knowledge transfer during transition from incumbent support team.

Skills

Cloud/CCaaS support

Amazon Connect

AWS core services

Incident management

English communication

AU-timezone collaboration

AWS Certification desirable

Tools

AWS Lambda

Amazon S3

CloudWatch

IAM

Job description

We're Concentrix. The intelligent transformation partner. Solution-focused. Tech-powered. Intelligence-fueled.

The global technology and services leader that powers the world’s best brands, today and into the future. We’re solution-focused, tech-powered, intelligence-fueled. With unique data and insights, deep industry expertise, and advanced technology solutions, we’re the intelligent transformation partner that powers a world that works, helping companies become refreshingly simple to work, interact, and transact with. We shape new game-changing careers in over 70 countries, attracting the best talent.

The Concentrix Technical Products and Services team is the driving force behind Concentrix’s transformation, data, and technology services. We integrate world-class digital engineering, creativity, and a deep understanding of human behavior to find and unlock value through tech-powered and intelligence-fueled experiences. We combine human-centered design, powerful data, and strong tech to accelerate transformation at scale. You will be surrounded by the best in the world providing market leading technology and insights to modernize and simplify the customer experience. Within our professional services team, you will deliver strategic consulting, design, advisory services, market research, and contact centre analytics that deliver insights to improve outcomes and value for our clients. Hence achieving our vision.

Our game-changers around the world have devoted their careers to ensuring every relationship is exceptional. And we’re proud to be recognized with awards such as "World's Best Workplaces," “Best Companies for Career Growth,” and “Best Company Culture,” year after year.

Join us and be part of this journey towards greater opportunities and brighter futures

About the role

Concentrix Catalyst is growing its ANZ Managed Services capability with two Philippines-based Mid-level Cloud/Connect Engineers, supporting a major Amazon Connect enterprise account within Australian business-hours reach. You'll deliver day-to-day incident and service-request handling, working closely with an Australia-based Senior Engineer and Service Delivery Manager as part of one integrated, AU-led team.

Key responsibilities

• Provide Tier 1/2 production support for the client's AWS (Amazon Connect & AWS Services) environment — incident triage, diagnosis and resolution within agreed SLAs.

• Handle standard service requests (moves/adds/changes, configuration updates, reporting requests) within defined scope.

• Maintain and contribute to the client knowledge base, documenting recurring issues, fixes and configuration standards.

• Escalate complex or ambiguous issues promptly and clearly to the Senior Cloud/Connect Engineer, with full diagnostic context.

• Operate within Australian business hours (with a manageable timezone offset), attending daily stand‑ups and team syncs with the AU-based team.

• Support onboarding/offboarding of end users, routine platform maintenance, and monitoring/alert triage.

• Participate in the account's transition-period knowledge transfer from the incumbent support team.

About you

• 2+ years' experience in a cloud or contact‑centre technical support role, ideally including exposure to Amazon Connect or a comparable CCaaS platform (Genesys, NICE, Talkdesk).

• Working knowledge of core AWS services (Lambda, S3, CloudWatch, IAM) sufficient to diagnose and support production issues.

• Strong incident‑handling discipline — clear communication, structured troubleshooting, and comfort working to SLA.

• Good written English for documentation and client‑facing ticket communication.

• Comfortable working as an extension of an Australia-based team, with routine overlap during AU business hours.

• AWS Certified Cloud Practitioner or equivalent foundational certification preferred; willingness to pursue Amazon Connect / Associate‑level AWS certification.