Support Engineer, Amazon Connect
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Job Description
Amazon Connect Support Engineer monitoring and troubleshooting AWS-based CCaaS environments for Miratech’s global enterprise clients. Developing observability with Splunk, CloudWatch, and Zabbix.
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
- Develop end-to-end interaction flows using Splunk
- Troubleshoot production issues and perform root cause analysis
- Implement corrective actions to minimize system downtime and service disruptions
- Work with vendor partners to drive operational improvements
- Enhance monitoring frameworks across the platform
- Develop and maintain CloudWatch dashboards for redundancy and visibility
- Support and maintain AWS-based CCaaS and contact center environments
Requirements:
- 4+ years of overall IT experience
- 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 such as Python or JavaScript
- Excellent communication and teamwork skills
- Experience with NICE CXone and/or Genesys Cloud/Genesys Engage contact center platforms (nice to have)
- Experience with Zabbix (nice to have)
Benefits:
- Health insurance
- Language courses
- Relocation program
- Remote work flexibility / Work From Anywhere Culture
- Professional development opportunities
- Certification programs
- Mentorship and talent investment programs
- Internal mobility opportunities
- Internship opportunities
- Collaboration on impactful projects for top global clients
- Inclusive and supportive work environment
- Regular team-building company social events
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