Job Title: Contact Center Cloud Engineer (AWS Connect / VoIP Background Preferred)
Level: Middle- Senior
Job Description:
The ideal candidate is smart, fast- learning, proactive, and willing to quickly adopt new cloud and AI- based contact center technologies, while being able to communicate with AWS and international vendors in English.
Given the talent market in Vietnam, this role strongly prefers candidates with a VoIP / Telecom / Contact Center background, who have hands- on experience deploying or operating Call Center / Omni- channel systems, and possess working knowledge of AWS or cloud platforms.
We are looking for a Contact Center Cloud Engineer to design, implement, and operate Cloud Contact Center solutions, with a strong focus on Amazon Connect within the AWS ecosystem.
Responsibilities:
Design, implement, and operate Amazon Connect / Cloud Contact Center systems
Troubleshoot call quality, routing, and SIP- related issues
Integrate PSTN, VoIP, SIP Trunking
Work with AWS and external vendors in English
Support Workforce Management (WFM) and contact center operations
Implement Omni- channel & E- Services (Voice, Chat, Email, Messaging)
Configure Inbound / Outbound calls, IVR, call routing
Requirements:
Fast learner, proactive, hands- on mindset
Experience with Call Center / Omni- channel systems
Background in VoIP / Telecom / Contact Center engineering
Strong knowledge of PSTN, VoIP, SIP
Good English reading skills; conversational English is a plus
Experience with Amazon Connect
Nice to Have:
AWS or VoIP- related certifications
Experience with Genesys, Avaya, NICE
COMPENSATION & BENEFITS:
🎯Flexible working regime and health care:
01- day remote work per month
01 hour paid leave per day for women having children under 12 months
A flexitime allowance of 90- 180 minutes per month for employees
Social insurance, unemployment insurance and MIC care insurance
Flexible timekeeping (from 8:00- 9:00 to 17:30- 18:30)
Minimum 14 paid leaves per annum for all employees after probation
🎯Transparent and fair benefits:
Saturday & Sunday OFF, Overtime pay is 150%, 200%, 300% as per labor law;
Men’s Day, Women’s Day, Children’s Day, Mid- Autumn Festival and other benefits under the provisions of the company
Work performance review 2 times/ year (in April and October)
13th- month salary
Bonus Policy: Public holidays (2/9, 30/4, 1/5, 1/1,...); Personal Performances; Excellent Team; Performance bonus in Token of the project;..
🎯Dynamic environment and open culture:
Flat, open and sharing culture with friendly management team; outsourcing company with product mindset
Nice & modern working space with young, dynamic & friendly colleagues and free coffee, tea, drinks,...
Monthly allowance when joining clubs: Soccer, Swimming, Yoga, Music,...
Socialize with colleagues through monthly Happy Hour
Year- end party, sports day, yearly company trip and quarterly team building,...with a generous budget
🎯Strong learning culture:
Participate in workshops, seminars, tech talk,... with sharing from experts inside and outside the company
Account to log in to our online learning system, which contains thousands of valuable lectures (LMS)
Free training courses for technical and soft skills (presentation skills, communication skills, foreign language courses,...)
Working opportunities with technical gurus who built and operated world- class applications with millions of users.
