Amazon Connect Support Engineer (AU Tech, WFH)

Schedule: Monday - Friday (07:00 AM - 04:00 PM PHT) What are we looking for? 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.

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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.

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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.