Miratech

Support Engineer, Amazon Connect

Miratech

full-time

Posted on:

Location Type: Remote

Location: India

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Tech Stack

AWSCloudPerlPythonSplunk

About the role

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

Requirements

  • 4+ years of overall IT experience with strong exposure to CCaaS environments.
  • 4+ years of experience in contact center observability, monitoring, and troubleshooting of production systems.
  • 3+ years of hands-on experience with monitoring tools such as Splunk and Zabbix.
  • 2+ years of practical AWS cloud experience, including Lambda, Application Load Balancers (ALBs), Amazon Connect, and CloudWatch.
  • 2+ years of experience in at least one scripting language such as Python, Perl, or PowerShell to support automation and operational efficiency.
  • Undergraduate degree or equivalent practical experience.
  • Excellent communication and teamwork skills with the ability to collaborate across technical 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.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
monitoringtroubleshootingroot cause analysisscriptingautomationobservabilityproduction systemsCCaaSAWSCloudWatch
Soft Skills
communicationteamworkcollaboration