Contact Center Production Control Engineer, Amazon Connect Preferred

Miratech

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.

Posted 4/11/2026full-timeRemote • 🇮🇳 IndiaJuniorMid-LevelWebsite

Tech Stack

Tools & technologies

AWSCloudPerlPythonSplunk

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

Health insurance
Language courses
Relocation program
Professional development opportunities
Certification programs
Mentorship and talent investment programs
Internal mobility and internship opportunities

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

AWSAmazon ConnectCloudWatchSplunkZabbixPythonPerlPowerShellmonitoringtroubleshooting

Soft Skills

communicationcollaborationproblem-solvingroot cause analysisknowledge sharingcross-functional teamworkoperational readinessdocumentation