Amazon Connect Support Engineer — ANZ AU Hours

Concentrix Philippines

Makati

On-site

PHP 420,000 - 700,000

Full time

12 days ago
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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.

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