Amazon Connect Support Engineer — AWS CX Innovator

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

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.