Amazon Connect Support Engineer — ANZ AU Hours

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

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.