Support Engineer, Amazon Connect

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Miratech

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 1989

💰 Private Equity Round on 2022-04

Miratech helps visionaries to change the world. We are a global IT services and consulting company that brings together global enterprise innovation and start-up innovation. Today we support digital transformation for the largest enterprises on the planet.

📋 Description

• Design, develop, and enhance proactive monitoring capabilities for the AWS Connect CCaaS platform to ensure system reliability and operational excellence. • Collaborate closely with developers, architects, and platform owners to enforce logging standards and monitoring best practices that enable effective troubleshooting and observability. • Participate in application design sessions and develop end-to-end interaction flows using Splunk to strengthen monitoring and diagnostics capabilities. • Troubleshoot production issues, perform root cause analysis, and implement corrective actions to minimize system downtime and service disruptions. • Work with vendor partners to drive operational improvements and enhance monitoring frameworks across the platform. • Develop and maintain CloudWatch dashboards as a complementary monitoring solution to ensure redundancy and visibility.

🎯 Requirements

• 4+ years of overall IT experience with strong exposure to CCaaS environments. • Solid experience in contact center observability, monitoring, and troubleshooting of production systems. • 2+ years of hands-on experience with monitoring tools such as Splunk and CloudWatch. • Practical AWS cloud experience, including Lambda, Amazon Connect, Application Load Balancers (ALBs). • Experience in at least one scripting language such as Python or JavaScript to support automation and operational efficiency. • Excellent communication and teamwork skills with the ability to collaborate across technical teams. • Nice To Have: Experience with NICE CXone and/or Genesys Cloud/Genesys Engage contact center platforms. • Experience with monitoring and observability tools such as Zabbix.

🏖️ Benefits

• Culture of Relentless Performance : join an unstoppable technology development team with a 99% project success rate and more than 30% year-over-year revenue growth. • Competitive Pay and Benefits : enjoy a comprehensive compensation and benefits package, including health insurance, language courses, and a relocation program. • Work From Anywhere Culture : make the most of the flexibility that comes with remote work. • Growth Mindset : reap the benefits of a range of professional development opportunities, including certification programs, mentorship and talent investment programs, internal mobility and internship opportunities. • Global Impact : collaborate on impactful projects for top global clients and shape the future of industries. • Welcoming Multicultural Environment : be a part of a dynamic, global team and thrive in an inclusive and supportive work environment with open communication and regular team-building company social events. • Social Sustainability Values : join our sustainable business practices focused on five pillars, including IT education, community empowerment, fair operating practices, environmental sustainability, and gender equality.