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Amazon Connect Support Engineer

Miratech
Remote, USA
Full-time
Mid-Senior
Remote
Discovered 1 weeks ago
Amazon ConnectAWSCCaaS environmentsContact center observabilityProduction monitoringTroubleshooting
Free

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Amazon ConnectAWSCCaaS environments
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Role Overview

Support and maintain AWS-based CCaaS and contact center environments to ensure high availability and system reliability.

Monitor, troubleshoot, and resolve production issues using observability tools such as Splunk and Zabbix.

Develop broad expertise across multiple leading CCaaS platforms in an enterprise contact center environment.

Responsibilities

  • 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 and develop end-to-end interaction flows using Splunk.
  • Troubleshoot production issues, perform root cause analysis, and implement corrective actions to minimize 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 for redundancy and visibility.

Requirements

  • At least 4 years of overall IT experience with strong exposure to CCaaS environments.
  • Solid experience in contact center observability, monitoring, and troubleshooting of production systems.
  • At least 2 years of hands-on experience with monitoring tools such as Splunk and CloudWatch.
  • Practical AWS cloud experience, including Lambda, Amazon Connect, and Application Load Balancers.
  • Experience with 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 or Genesys Engage contact center platforms.
  • Experience with monitoring and observability tools such as Zabbix.

Workplace

  • The employer describes a work-from-anywhere culture with flexibility associated with remote work.

Benefits and Development

  • Benefits include health insurance, language courses, and a relocation program.
  • Professional development includes certification programs, mentorship, talent investment programs, and internal mobility opportunities.
  • The role offers collaboration on projects for global clients in a multicultural environment.

About Miratech

Miratech is a global IT services and consulting company supporting digital transformation for enterprise and startup clients.

The company operates across five continents and more than 25 countries with nearly 1,000 full-time professionals.

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