Job Description We are looking for an Amazon Connect Support Engineer who will be responsible for supporting and maintaining AWS-based CCaaS and contact center environments to ensure high availability and system reliability.

The role focuses on monitoring, troubleshooting, and resolving production issues using observability tools such as Splunk and Zabbix.

This role offers the opportunity to develop broad expertise across multiple leading CCaaS platforms in a up-to-date enterprise contact center environment.

Responsibilities Design, develop, and enhance proactive monitoring capabilities for the AWS Connect CCaaS platform to ensure system reliability and operational excellence.

Collaborate closely with developers, architects, and platform owners to enforce logging standards and monitoring best practices that enable effective troubleshooting and observability.

Participate in application design sessions and develop end-to-end interaction flows using Splunk to strengthen monitoring and diagnostics capabilities.

Troubleshoot production issues, perform root cause analysis, and implement corrective actions to minimize system downtime and service disruptions.

Work with vendor partners to drive operational improvements and enhance monitoring frameworks across the platform.

Develop and maintain Cloud

Watch dashboards as a complementary monitoring solution to ensure redundancy and visibility.

Qualifications 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 Cloud

Watch.

Practical AWS cloud experience, including

Lambda, Amazon Connect, Application Load Balancers (ALBs).

Experience in at least one scripting language such as Python or Java





Script 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/Genesys Engage contact center platforms Experience with monitoring and observability tools such as Zabbix 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, 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 oursustainable business practicesfocused on five pillars, including IT education, community empowerment, fair operating practices, environmental sustainability, and gender equality. *Miratech is an equal opportunity employer and does not discriminate against any employee or applicant for employment on the basis of race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other protected status under applicable law.

Additional Information All your information will be kept confidential according to EEO guidelines.

📌 Amazon Connect Support Engineer (Georgina)
🏢 Miratech
📍 Georgina