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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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.