CCaaS Support Engineer — AWS/Connect Specialist

Concentrix; Philippines; On-site; PHP 600,000 - 900,000; Full time

Job summary

Concentrix is seeking a cloud/CCaaS support specialist in the Philippines to provide Tier 1/2 production support for Amazon Connect and related AWS services, aligning with AU business hours and collaborating with AU-based teams.

You'll diagnose incidents, handle service requests, maintain documentation, and escalate complex issues while contributing to knowledge sharing and onboarding. Strong English and AWS familiarity are essential.

Qualifications

• 2+ years in cloud or contact-centre support.
• Experience with CCaaS like Amazon Connect.
• Proficient in AWS core services.

Responsibilities

• Provide Tier 1/2 production support for AWS Connect environment.
• Handle standard service requests (moves/adds/changes) within defined scope.
• Maintain client knowledge base and document fixes.
• Escalate complex issues to Senior Cloud/Connect Engineer.
• Operate during AU business hours with timezone offset.
• Support onboarding/offboarding and routine platform maintenance.
• Participate in knowledge transfer during transition period.

Skills

Amazon Connect

Cloud support

AWS services

Incident management

Written English

Tools

Lambda

S3

CloudWatch

IAM

Job description

Concentrix is seeking a cloud/CCaaS support specialist in the Philippines to provide Tier 1/2 production support for Amazon Connect and related AWS services, aligning with AU business hours and collaborating with AU-based teams.

You'll diagnose incidents, handle service requests, maintain documentation, and escalate complex issues while contributing to knowledge sharing and onboarding. Strong English and AWS familiarity are essential.