Amazon connect - Technical Analyst

Company Description

Miratech helps visionaries change the world. We are a global IT services and consulting company that brings together enterprise and start-up innovation. Today, we support digital transformation for some of the world's largest enterprises. By partnering with both large and small players, we stay at the leading edge of technology, remain nimble even as a global leader, and create technology that helps our clients further enhance their business. We are a values-driven organization and our culture of Relentless Performance has enabled over 99% of Miratech's engagements to succeed by meeting or exceeding our scope, schedule, and/or budget objectives since our inception in 1989.
Miratech has coverage across  5 continents and operates in over 25 countries around the world. Miratech retains nearly 1000 full-time professionals, and our annual growth rate exceeds 25%. 

Job Description

Join our dynamic team as a Technical Analyst to support and enhance a cloud-based Contact Center as a Service (CCaaS) platform powered by Amazon Connect. This project focuses on enabling seamless customer experiences by building robust monitoring and observability solutions. You will work closely with cross-functional teams and vendor partners to ensure high availability, proactive issue detection, and continuous improvements to our global contact center infrastructure.

Responsibilities:

• Design, develop, and enhance proactive monitoring and observability capabilities for the AWS Connect CCaaS platform.
• Collaborate with developers, architects, and platform owners to enforce logging standards and build practices that enable effective troubleshooting and monitoring.
• Participate in application design sessions and create end-to-end interaction flows using Splunk.
• Troubleshoot production issues, ensuring quick resolution and minimal customer impact.
• Work closely with vendor partners to drive operational and monitoring enhancements.
• Develop CloudWatch dashboards as a supplementary monitoring solution alongside Splunk.
• Conduct knowledge-sharing sessions to create and propagate troubleshooting playbooks for the broader support team.

Qualifications

• 4+ years of IT experience in CCaaS (Contact Center as a Service) environments.
• 3+ years implementing observability solutions for contact centers (monitoring, alerting, troubleshooting).
• Hands-on experience with Splunk (querying, dashboards) and Zabbix (infrastructure monitoring).
• 2+ years working with AWS services: Amazon Connect, Lambda, ALB, and CloudWatch.
• 2+ years of scripting experience (Python preferred, PowerShell, or Perl) for automation.
• Proven ability to diagnose and resolve complex contact center performance issues.

Nice to have:

• AWS Certified (Solutions Architect, SysOps Administrator, or Developer).
• Strong experience with application and security logging.
• Experience working in scripted and automated environments (CI/CD pipelines, Infrastructure as Code).

We offer:

• 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, 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.