Amazon Connect Support Engineer

Summary

Miratech is a global IT services and consulting company that supports digital transformation for large enterprises. They are seeking an Amazon Connect Support Engineer responsible for maintaining AWS-based contact center environments, ensuring high availability and reliability through monitoring and troubleshooting production issues.

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
• Relocation program
• Work From Anywhere Culture
• Professional development opportunities, including certification programs, mentorship and talent investment programs, internal mobility and internship opportunities
• Collaborate on impactful projects for top global clients
• Welcoming multicultural environment with open communication and regular team-building company social events
• Sustainable business practices focused on five pillars, including IT education, community empowerment, fair operating practices, environmental sustainability, and gender equality