Amazon Connect Support Engineer

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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.

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About the role

Concentrix Catalyst is growing its ANZ Managed Services capability with two Philippines-based Mid-level Cloud/Connect Engineers, supporting a major Amazon Connect enterprise account within Australian business-hours reach. You'll deliver day-to-day incident and service-request handling, working closely with an Australia-based Senior Engineer and Service Delivery Manager as part of one integrated, AU-led team.

Key responsibilities

• 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.

About you

• 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.