AU-Timezone AWS CCaaS Support Engineer (Tier 1/2)

Concentrix; Philippines; Remote; PHP 600,000 - 900,000; Full time

Job summary

Concentrix is seeking a cloud/CCaaS technical support professional to provide Tier 1/2 production support for Amazon Connect and AWS environments. The role requires strong incident management, clear English communication, and comfort working with an Australia-based team during AU business hours.

Ideal candidates have 2+ years in a cloud or contact-centre support role, familiarity with core AWS services (Lambda, S3, CloudWatch, IAM), and a willingness to pursue Amazon Connect/AWS certifications.

Qualifications

• 2+ years in a cloud or contact-centre technical support role.
• Experience with Amazon Connect or similar CCaaS platform.
• Strong incident-handling and SLA-driven troubleshooting.
• Good written English for client-facing communication.
• Comfortable collaborating with AU-based teams during their business hours.

Responsibilities

• Provide Tier 1/2 production support for the client’s AWS environment including incident triage and resolution.
• Handle standard service requests (moves/adds/changes, config updates, reporting) within scope.
• Maintain and contribute to the client knowledge base with recurring issues and fixes.
• Escalate complex issues promptly with full diagnostic context.
• Operate within Australian business hours with 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.

Skills

Cloud support

Amazon Connect

Incident management

English communication

AU time overlap

Tools

Lambda

S3

CloudWatch

IAM

Job description

Concentrix is seeking a cloud/CCaaS technical support professional to provide Tier 1/2 production support for Amazon Connect and AWS environments. The role requires strong incident management, clear English communication, and comfort working with an Australia-based team during AU business hours.

Ideal candidates have 2+ years in a cloud or contact-centre support role, familiarity with core AWS services (Lambda, S3, CloudWatch, IAM), and a willingness to pursue Amazon Connect/AWS certifications.