Amazon Connect Support Engineer (AU Tech, WFH)

ConnectOS; Philippines; On-site; PHP 350,000 - 520,000; Full time

Job summary

ConnectOS in Philippines is seeking a technical support specialist to own triage and resolution of Amazon Connect related incidents within our CX ecosystem. You will investigate issues, escalate when needed, and communicate clearly with clients to maintain service quality.

You will work closely with the engineering team and vendors, build a robust internal knowledge base, and help optimize support workflows for scalable growth. Prior experience in CCaaS or contact center environments is a plus.

Qualifications

• Foundational understanding of Amazon Connect and CCaaS concepts.
• Familiarity with the AWS Console and cloud basics.
• Ability to analyze logs and configurations to find root causes.
• Clear, professional written updates for clients.
• 1–3 years in technical support, helpdesk, or junior sys admin roles; CCaaS experience is a plus.

Responsibilities

• Act as the primary contact for client support requests related to Amazon Connect, AWS AI solutions and CX ecosystems.
• Perform initial technical investigation (triage) to determine root cause.
• Resolve tickets using knowledge bases, documentation, and growing AWS mastery.
• Manage end-to-end lifecycle of tickets with client communications aligned to our values.

Skills

Amazon Connect

CCaaS

AWS Console

Log Analysis

Client Communication

Job description

Schedule

Monday - Friday (07:00 AM - 04:00 PM PHT)

Skills Required

• Technical Knowledge: Foundational understanding of Amazon Connect (Contact Flows, Lex, Lambda integrations), or a similar CCaaS solution, and a strong desire to master it quickly.
• Cloud Proficiency: Familiarity with the AWS Console and general cloud computing concepts.
• Problem Solving: A natural Innate Curiosity to dig into logs and configurations to find the "why" behind a failure.
• Communication: Ability to translate complex technical issues into clear, professional written updates for clients.
• Experience: 1-3 years in a technical support, helpdesk, or junior systems administration role (experience in a Contact Centre environment is a significant plus).

What will you do?

Incident Triage & Resolution

• Act as the primary point of contact for all client support requests related to Amazon Connect, AWS AI solutions and integrated CX ecosystems.
• Perform initial technical investigation (triage) to determine the root cause of issues.
• Resolve support tickets using existing knowledge bases, technical documentation, and your growing mastery of the AWS ecosystem.
• Manage the end-to-end lifecycle of tickets, ensuring clients are kept informed in alignment with our value of Unwavering Respect.

Escalation & Vendor Management

• Effectively "hand off" complex issues to the Contacx Engineering team or AWS Support, providing clear, documented reproduction steps and technical context.
• Track escalated issues to ensure they meet SLA requirements and see them through to final resolution.

Operational Optimisation

• Embrace Radical Ownership by identifying recurring issues and proposing permanent fixes or automation opportunities.
• Build and maintain a robust internal Knowledge Base (KB) to improve future resolution.
• Help design and refine support workflows to ensure our growth is "operationally sustainable."

Solution Testing & Quality Assurance

• Support the Engineering team during non-peak support periods by performing functional and regression testing on new Amazon Connect and CX solution deployments.
• Validate that new features meet the "Sustainable Value Creation" we promise our clients before they go live.

ConnectOS is certified as a Great Place to Work and is a top-rated Philippines employer of choice.

Get the amazing chance to work for our client --- Australia's top supplier of office products for small and medium-sized businesses, students, and households, with a nationwide presence and over 3 billion dollars in revenue.

#JoinConnectOS #ConnectOSCareers #ConnectOSNonTech

Equal Employment Statement

Employment decisions at ConnectOS will be conducted without consideration of factors such as age', race, color, religion, gender, disability status, sexual orientation, gender identity or expression, genetic information, and marital status. ConnectOS ensures the full confidentiality of the data it processes.