Amazon Connect Support Engineer

Summary

Miratech is a global IT services and consulting company that supports digital transformation for enterprises and start-ups. The company is seeking an Amazon Connect Support Engineer to support and maintain AWS-based CCaaS and contact center environments, ensuring high availability and reliability. The role involves monitoring, troubleshooting, root cause analysis, and improving observability using tools such as Splunk, Zabbix, and CloudWatch.

Responsibilities

• 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

Skills

• 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
• Experience with NICE CXone and/or Genesys Cloud/Genesys Engage contact center platforms
• Experience with monitoring and observability tools such as Zabbix

Qualifications

Must Haves

• 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 Haves

• Experience with NICE CXone and/or Genesys Cloud/Genesys Engage contact center platforms
• Experience with monitoring and observability tools such as Zabbix

Benefits

• Health insurance
• Language courses
• A relocation program
• Remote work flexibility through a Work From Anywhere Culture
• Professional development opportunities, including certification programs, mentorship and talent investment programs, internal mobility and internship opportunities
• An inclusive and supportive work environment with open communication and regular team-building company social events