Connect Support Engineer

🔥 0 minutes ago

🤠 Texas – Remote

🤠 Texas – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

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Miratech

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 1989

🤝 B2B

💼 Consulting

☁️ SaaS

💰 Private Equity Round on 2022-04

B2B • Consulting • SaaS

Miratech is a global IT services and consulting company dedicated to helping visionaries change the world. Specializing in outsourcing, software development, and professional services, Miratech supports digital transformation for some of the largest enterprises worldwide. By combining enterprise and start-up innovation, Miratech remains at the forefront of technology while maintaining agility and a culture of relentless performance that has led to high engagement success since its founding in 1989.

📋 Description

• Design, develop, and enhance proactive monitoring capabilities for the AWS Connect CCaaS platform • Collaborate with developers, architects, and platform owners to enforce logging standards and monitoring best practices • Participate in application design sessions • Develop end-to-end interaction flows using Splunk for monitoring and diagnostics • Troubleshoot production issues and perform root cause analysis • Implement corrective actions to minimize system downtime and service disruptions • Work with vendor partners to drive operational improvements and enhance monitoring frameworks • Develop and maintain CloudWatch dashboards for redundant monitoring and visibility

🎯 Requirements

• 4+ years of overall IT experience with strong exposure to CCaaS environments • Solid experience in contact center observability, monitoring, and production-system troubleshooting • 2+ years of hands-on experience with Splunk and CloudWatch or similar monitoring tools • Practical AWS cloud experience, including Lambda, Amazon Connect, and Application Load Balancers (ALBs) • Experience with at least one scripting language, such as Python or JavaScript • Excellent communication and teamwork skills for collaboration across technical teams • Experience with NICE CXone and/or Genesys Cloud/Genesys Engage contact center platforms is nice to have • Experience with Zabbix and similar monitoring and observability tools is nice to have

🏖️ Benefits

• Health insurance • Language courses • Relocation program • Remote work flexibility / Work From Anywhere Culture • Professional development opportunities • Certification programs • Mentorship and talent investment programs • Internal mobility opportunities • Internship opportunities • Inclusive and supportive work environment • Regular team-building company social events • Sustainable business practices focused on IT education, community empowerment, fair operating practices, environmental sustainability, and gender equality