Amazon Connect Support Engineer

Cognizant; Taguig; On-site; PHP 600,000 - 1,200,000; Full time

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Amazon Connect

Contact flow design

AWS Lambda

CloudWatch

IAM

S3

DynamoDB

Lex

Kinesis

VoIP

SIP

Telephony basics

Python

Node.js

JSON

ITSM tools

Monitoring

Tools

ServiceNow

Jira

CloudWatch

Athena

QuickSight

Contact Lens

Job description

The Amazon Connect Support Engineer is responsible for the day-to-day operation, monitoring, troubleshooting, and continuous improvement of a cloud-based contact centre built on Amazon Connect. The role ensures high availability, smooth call and chat routing, and a good experience for both agents and customers, while working closely with contact center operations, telephony, and development teams.

Key Roles and Responsibilities:

Incident and Problem Management

• Amazon Connect incidents, including call drops, audio quality issues, routing failures, and agent login problems
• Perform root cause analysis (RCA) and document fixes and preventive actions
• Manage tickets in ITSM tools (ServiceNow, Jira) within defined SLAs
• Escalate to AWS Support or telecom carriers when needed

Contact Flow and Configuration Management

• Build, modify, and troubleshoot contact flows, including IVR menus, queues, and routing profiles
• Manage hours of operation, prompts, quick connects, and callback settings
• Configure queues, agent hierarchies, security profiles, and user permissions
• Maintain Contact Lens settings, Amazon Lex bots, and Voice ID integrations where applicable

Monitoring and Performance

• Monitor real-time and historical metrics using Amazon Connect dashboards, CloudWatch, and CloudTrail
• Set up alarms and alerts for service health, queue backlogs, and Lambda errors
• Track KPIs such as service level, average handle time, abandonment rate, and first contact resolution
• Analyse trends and recommend performance improvements

Integration and Lambda Support

• Support integrations with CRM platforms (Salesforce, Zendesk, ServiceNow) and the Amazon Connect CTI adapter
• Troubleshoot AWS Lambda functions, DynamoDB, S3, and Kinesis used in contact flows
• Maintain API integrations and data streaming for reporting

Telephony and Network Support

• Manage phone number claims, porting, and DID/toll-free numbers
• Troubleshoot SIP, softphone, WebRTC, and network issues affecting call quality
• Coordinate with carriers and network teams on connectivity problems

User and Agent Support

• Handle user onboarding and offboarding, and access management
• Create user guides, FAQs, and training material

Reporting and Analytics

• Generate and customize reports using Connect analytics, Athena, QuickSight, or Contact Lens
• Deliver daily, weekly, and monthly operational reports to stakeholders
• Support call recording retrieval and quality assurance processes

Change, Release, and Compliance Management

• Follow change management processes for contact flow and configuration updates
• Test changes in non-production environments before release
• Ensure compliance with security standards including call recording and data retention policies
• Maintain IAM roles, encryption, and audit trail practices

Documentation and Continuous Improvement

• Maintain runbooks, architecture diagrams, and knowledge base articles
• Identify automation opportunities and propose enhancements such as chatbots, self-service, and AI features
• Stay current with new Amazon Connect features and AWS releases

Required Skills and Qualifications:

• 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

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