Contact Center Production Control Engineer, Amazon Connect
Employment Information
Report this job
Job expired or something wrong with this job?
Job Description
Contact Center Production Control Engineer role focusing on AWS and CCaaS platforms at Miratech. Responsible for monitoring and troubleshooting, ensuring platform reliability and performance.
Responsibilities:
- Design and enhance proactive monitoring capabilities for AWS Amazon Connect CCaaS platforms, ensuring high availability, reliability, and performance across production environments.
- Collaborate closely with developers, architects, and platform owners to establish logging standards, enforce monitoring best practices, and enable efficient troubleshooting through structured observability frameworks.
- Participate in application design discussions to develop end-to-end interaction visibility using Splunk, enabling deep operational insights and traceability across contact center workflows.
- Troubleshoot and resolve production incidents, performing root cause analysis and implementing preventive measures to improve system stability.
- Partner with vendor teams to drive operational improvements, strengthen monitoring strategies, and enhance overall platform observability.
- Develop and maintain Amazon CloudWatch dashboards as complementary monitoring solutions to Splunk, ensuring redundancy and comprehensive performance tracking.
- Conduct knowledge-sharing sessions and document troubleshooting playbooks to enable broader support teams and improve operational readiness.
Requirements:
- Undergraduate degree or equivalent practical experience in Information Technology or a related field.
- 2+ years of hands-on experience in CCaaS environments, including monitoring and troubleshooting contact center platforms.
- Strong working knowledge of observability and monitoring tools such as Splunk and Zabbix.
- 2+ years of AWS cloud experience, including Lambda, Application Load Balancers (ALBs), Amazon Connect, and CloudWatch.
- Proficiency in at least one scripting language such as Python, Perl, or PowerShell to support automation and operational efficiency.
- Excellent communication and collaboration skills with the ability to work effectively across cross-functional teams.
Benefits:
- Culture of Relentless Performance : join an unstoppable technology development team with a 99% project success rate and more than 30% year-over-year revenue growth.
- Competitive Pay and Benefits : enjoy a comprehensive compensation and benefits package, including health insurance, language courses, and a relocation program.
- Work From Anywhere Culture : make the most of the flexibility that comes with remote work.
- Growth Mindset : reap the benefits of a range of professional development opportunities, including certification programs, mentorship and talent investment programs, internal mobility and internship opportunities.
- Global Impact : collaborate on impactful projects for top global clients and shape the future of industries.
- Welcoming Multicultural Environment : be a part of a dynamic, global team and thrive in an inclusive and supportive work environment with open communication and regular team-building company social events.
- Social Sustainability Values : join our sustainable business practices focused on five pillars, including IT education, community empowerment, fair operating practices, environmental sustainability, and gender equality.
Similar Jobs
Contact Center Production Control Engineer, Amazon Connect Preferred
Contact Center Production Control Engineer focused on CCaaS environments and AWS services. Responsible for monitoring, troubleshooting, and ensuring platform reliability in a global IT consultancy.
Contact Center Production Control Engineer, Amazon Connect preferable
Contact Center Production Control Engineer at Miratech ensuring platform reliability in CCaaS environments. Requires AWS expertise and experience in monitoring and troubleshooting.
Call Center Manager
Call Center Manager overseeing call center operations for government healthcare services. Leading a team to ensure high customer satisfaction and compliance with URAC standards.
Freelance Reclutamiento y Selección, Call Center
Freelance Recruiter executing massive recruitment processes for Call Center profiles at ABAI. Responsible for interviewing, assessing candidates, and maintaining candidate databases.
Asesor ATC Call Center
Remote position in a call center handling customer service calls and sales. Focused on generating commissions through customer inquiries and sales for A365.
Contact Center Agent
Contact Center Agent providing support to Patent and Trademark customers via phone and email. Addressing filing issues and delivering operational and technical assistance.
Care Manager – Patient Call Center
Care Manager handling patient calls for pharmacy services within IQVIA. Responsible for insurance eligibility, copay assistance, and appeals support.
Experienced Call Center Agent, Customer Service
Experienced call center agent providing customer support in insurance services. Joining a committed team in a fully remote role with flexible hours.
Bi-lingual Pharmacy Tech Support/Call Center Rep
Pharmacy Support Call Center Representative providing payment assistance solutions through contact with patients, pharmacies, and medical professionals. Responsibilities include handling card activation, program eligibility, and troubleshooting submission rejections.
Pharmacy Tech Support – Call Center Rep
Remote Pharmacy Support Call Center Representative providing support for card activation and program eligibility. Managing requests via various contact methods under moderate supervision.
Call Center Agent
Customer Service Professionals supporting clients with technical and customer inquiries while working remotely from Arkansas. Requires a minimum of 25 hours per week and a professional home office.
Contact Center CX Consultant
Contact Center CX Consultant leading customer experience strategy and solution design for Avahi's Amazon Connect practice. Working with SMB customers migrating to cloud-based contact centers in a remote-first environment.
Bi-lingual Pharmacy Tech Support Call Center Representative
Providing payment assistance solutions as a Pharmacy Tech Support Call Center Representative. Responsible for card activation and program eligibility inquiries, working fully remote from anywhere in the US.
Patient Contact Center Scheduler I
Patient Contact Center Scheduler coordinating and scheduling healthcare appointments. Acting as the first point of contact for patients and ensuring proper registration and inquiries are managed.
Contact Center Platform Lead
Contact Center Platform Lead optimizing Genesys Cloud CX and Salesforce integration for TopDog Law. Architecting, configuring, and enhancing contact center technology in a dynamic environment.
Call Center Premium Surgery Counselor, Bilingual
Call Center Premium Surgery Counselor at American Vision Partners assisting patients with surgical processes and offering education on surgical options. Ensuring smooth surgical experiences and managing appointments for patients.
Bilingual Contact Center Supervisor
Contact Centre Supervisor overseeing day-to-day operations of call centre agents. Leading team development and crisis management support in a healthcare-focused environment.
Child Support Call Center Agent I
Customer Care Associate handling child support inquiries via phone for the New Jersey Department of Human Services. Responding to inquiries and resolving issues while maintaining professional communication.
Contact Center Specialist, Financial Aid
Remote Contact Center Specialist at Universal Technical Institute supporting student inquiries via phone and email. Handling high-volume inbound and outbound calls regarding financial aid information.
Sales Call Center Agent
Customer Advisor providing inbound technical support and sales for Vodafone's services. Working fully remote with various customer service responsibilities in Germany.