CCaas Support Engineer (AWS)

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

We're Concentrix. The intelligent transformation partner. Solution-focused. Tech-powered. Intelligence-fueled.

The global technology and services leader that powers the world’s best brands, today and into the future. We’re solution-focused, tech-powered, intelligence-fueled. With unique data and insights, deep industry expertise, and advanced technology solutions, we’re the intelligent transformation partner that powers a world that works, helping companies become refreshingly simple to work, interact, and transact with. We shape new game-changing careers in over 70 countries, attracting the best talent.

The Concentrix Technical Products and Services team is the driving force behind Concentrix’s transformation, data, and technology services. We integrate world-class digital engineering, creativity, and a deep understanding of human behavior to find and unlock value through tech-powered and intelligence-fueled experiences. We combine human-centered design, powerful data, and strong tech to accelerate transformation at scale. You will be surrounded by the best in the world providing market leading technology and insights to modernize and simplify the customer experience. Within our professional services team, you will deliver strategic consulting, design, advisory services, market research, and contact center analytics that deliver insights to improve outcomes and value for our clients. Hence achieving our vision.

Our game-changers around the world have devoted their careers to ensuring every relationship is exceptional. And we’re proud to be recognized with awards such as "World's Best Workplaces," “Best Companies for Career Growth,” and “Best Company Culture,” year after year.

Join us and be part of this journey towards greater opportunities and brighter futures.

You will

• Provide Tier 1/2 production support for the client's AWS (Amazon Connect & AWS Services) environment — incident triage, diagnosis and resolution within agreed SLAs.
• Handle standard service requests (moves/adds/changes, configuration updates, reporting requests) within defined scope.
• Maintain and contribute to the client knowledge base, documenting recurring issues, fixes and configuration standards.
• Escalate complex or ambiguous issues promptly and clearly to the Senior Cloud/Connect Engineer, with full diagnostic context.
• Operate within Australian business hours (with a manageable timezone offset), attending daily stand-ups and team syncs with the AU-based team.
• Support onboarding/offboarding of end users, routine platform maintenance, and monitoring/alert triage.
• Participate in the account's transition-period knowledge transfer from the incumbent support team.

You have

• 2+ years' experience in a cloud or contact-centre technical support role, ideally including exposure to Amazon Connect or a comparable CCaaS platform (Genesys, NICE, Talkdesk).
• Working knowledge of core AWS services (Lambda, S3, CloudWatch, IAM) sufficient to diagnose and support production issues.
• Strong incident-handling discipline — clear communication, structured troubleshooting, and comfort working to SLA.
• Good written English for documentation and client-facing ticket communication.
• Comfortable working as an extension of an Australia-based team, with routine overlap during AU business hours.
• AWS Certified Cloud Practitioner or equivalent foundational certification preferred; willingness to pursue Amazon Connect / Associate-level AWS certification.