ConnectOS is hiring a
Senior Amazon Connect Engineer

Summary

The job is for a senior Amazon Connect specialist in the Philippines, focusing on contact center technology and customer outcomes. The candidate will lead a support team, work with Zoho Desk, provide engineering support, and contribute to team development. Requires specific skills and qualifications, offers benefits such as home-based work, medical coverage, paid vacation, competitive salary, financial assistance, and regular company events.

Requirements

• 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

Responsibilities

• 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
• 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
• Provide Amazon Connect engineering support to the Australian development team
• Assist in troubleshooting, implementation, and optimization of Amazon Connect solutions for various client projects
• 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

Preferred Qualifications

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

Benefits

• 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