Amazon Connect Support Engineer

Stack

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.
• ▹Work with vendor partners to drive operational improvements and enhance monitoring frameworks.
• ▹Develop and maintain CloudWatch dashboards as a complementary monitoring solution.

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, and Application Load Balancers (ALBs).
• ▹Experience with at least one scripting language (Python or JavaScript) for automation.
• ▹Excellent communication and teamwork skills.

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.

Soft skills

What we offer

• ▹Competitive pay and benefits, including health insurance, language courses, and a relocation program.
• ▹Work From Anywhere culture.
• ▹Professional development opportunities: certification programs, mentorship, internal mobility.
• ▹Global impact projects with top clients.
• ▹Welcoming, multicultural, inclusive work environment.

About the company

Miratech is a global IT services and consulting company that, since its founding in 1989, has delivered leading-edge technology solutions to enterprise clients. With coverage across 5 continents and 25+ countries, Miratech employs nearly 1,000 full-time professionals and grows at over 25% annually.