Senior Amazon Connect Engineer (AU Deployment Technology Provider, Home-based)

Schedule: Monday- Friday (09:00 AM- 06:00 PM AEST)

What are we looking for?

Skills Required:

• Tertiary Qualifications in Information Technology, Computer Science, Computer Engineering, Information Systems, or any related field
• Technical Implementation Background: Amazon Connect is a platform which is generally extended with custom development. Professional experience in software / web development, debugging and resolving client issues.
• AWS Expertise: At least 5+years of experience working with AWS, with a deep understanding of cloud architecture, services, and best practices.
• Amazon Connect Experience: At least 2+ years of hands-on experience with Amazon Connect, including design, deployment, and support.
• Complex IT Support Experience: 5+ years of experience working in a complex technology support role
• Zoho Desk Proficiency: Experience with Zoho Desk (or similar tools), with knowledge of building automations and optimizing support flows.
• Excellent Verbal & Written English: ability to communicate high effectively with Australian clients, both in written and verbal forms
• Leadership Experience: Proven experience in leading support or technical teams, with strong skills in team management and development.
• Process Design & Documentation: Ability to collaborate on the design and documentation of support processes, with a focus on efficiency and scalability.

Nice to Have:

• Industry experiences working within AU Managed Services Provider Company
• ITIL, Microsoft, Cybersecurity Certifications are desirable.

What will you do?

This senior-level role requires extensive experience with Amazon Web Services (AWS) and Amazon Connect. The candidate will serve as a delivery partner for Amazon Connect, specializing in contact center technology and focusing on excellent customer and business outcomes while collaborating with our Australian team and leading organizations.

Primary Responsibilities:

1. Lead the Contacx PH Amazon Connect Support Team:

• Act as the initial lead for the Philippines-based support team, providing Level 1 & 2 support our clients. The Australian team will handle Level 3 & 4 support in the first instance.

• Oversee the setup and ongoing management of the support team, ensuring efficient operations and high-quality client service.
• Collaborate with the Australian team to design and document support processes, knowledge bases, and best practices.

2. Zoho Desk & Support Flow Oversight:

• Utilize experience with Zoho Desk (or similar tools) to build automations and optimize support workflows.

• Work on continuous improvement of support processes, aiming to enhance efficiency and customer satisfaction.

• Establish and manage overall support processes to ensure full coverage and resolution of issues, including reporting and visibility to the team.

3. Amazon Connect Engineering Support:

• Provide Amazon Connect engineering support to the Australian development team.

• Assist in troubleshooting, implementation, and optimization of Amazon Connect solutions for various client projects.

4. Team Development & Future Growth:

• Contribute to the future growth of the Company PH support and engineering teams.
• Play a key role in recruiting, mentoring, and developing new team members as the team expands.

Join the awesome team and enjoy these benefits & perks:

• Home-based
• Medical, Dental Coverage and Life insurance
• Paid Vacation and Sick Leave (with Quarterly Sick Leave Conversion)
• Competitive salary package and annual appraisal
• Financial Assistance Program
• Mandatory Government Benefits and 13th Month Pay
• Regular Company Events, Work Life Balance, and Career growth opportunities

JOIN CONNECTOS NOW!

ConnectOS is certified as a Great Place to Work and is a top-rated Philippines employer of choice.

Our Australian client specializes in contact center and CX technology, particularly with Amazon Connect. They deliver innovative solutions for major brands and now aim to provide quality, affordable contact center tech for emerging businesses.

#ConnectOS #ConnectOSCareers #TeamConnectOS

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.