Miratech

Backend Engineer

• Design, develop, and maintain IVR applications based on business and technical requirements
• Integrate IVR solutions with key internal services
• Monitor IVR systems and implement operational improvements to enhance customer experience
• Troubleshoot and resolve issues within the voice contact center and IVR environments
• Collaborate with project managers to ensure the timely and high-quality delivery of solutions
• Work independently while supporting a regional business unit aligned with global objectives
• Participate in forward-looking initiatives to improve call steering and IVR architecture
• Communicate technical concepts clearly to both technical and non-technical stakeholders

Java IVR Application Developer

DevOps Engineer

• Own the operational stability, availability, and reliability of a global IVR platform across AWS and on‑premises environments
• Support production deployments, environment configuration, and release activities
• Manage day‑to‑day operations of high‑availability IVR and voice platforms
• Monitor system health, performance, and availability using logs and metrics
• Respond to and participate in production incident investigation and resolution
• Troubleshoot infrastructure, application, voice, SIP, and call‑flow‑related issues
• Collaborate with engineering, architecture, QA, and analytics teams during incidents and releases
• Participate in on‑call rotations and off‑hours production support as required
• Integrate security best practices ("secure-by-default") into the pipeline, including access control and vulnerability scanning

Security Engineer

• Lead the security architecture for a large-scale network consolidation program
• Own security design, firewall rule consolidation, and policy definition
• Translate enterprise-level security architecture into actionable, site-level security blueprints
• Define and document the target-state architecture for the Network Security domain
• Analyze and optimize legacy security policies by consolidating overlapping firewall rules
• Collaborate closely with client Security and CISO teams
• Identify and resolve complex IP subnet overlaps and security-related routing conflicts
• Contribute to architecture governance and collaborate with cross-domain architects

Network Security Architect

Analyst

• Own and maintain the baseline across ITMS, tools, operational processes, inventories, dependencies, and ownership
• Document current and target state for – tooling landscape and integrations business processes across provisioning, support, change, and operations
• Dependency maps across platforms, teams, vendors, and systems
• SOPs, runbooks, and rollback procedures
• Identify process gaps, duplication, manual workarounds, and tooling rationalization opportunities
• Support lifecycle management across tools and platforms, including onboarding, change, refresh, end of support, and retirement planning
• Maintain RAID log, decision log, action tracker, and requirements traceability
• Produce concise executive dashboards on progress, blockers, risks, and next steps
• Structure operational cost drivers such as tooling, support effort, vendor dependencies, and manual activities into analysis-ready formats

Technical Solution Analyst – Network & Infrastructure

• Own and maintain the baseline across ITMS, tools, operational processes, inventories, dependencies, and ownership.
• Document current and target state for – tooling landscape and integrations business processes across provisioning, support, change, and operations dependency maps across platforms, teams, vendors, and systems SOPs, runbooks, and rollback procedures.
• Identify process gaps, duplication, manual workarounds, and tooling rationalization opportunities.
• Support lifecycle management across tools and platforms, including onboarding, change, refresh, end of support, and retirement planning.
• Maintain RAID log, decision log, action tracker, and requirements traceability.
• Produce concise executive dashboards on progress, blockers, risks, and next steps.
• Structure operational cost drivers such as tooling, support effort, vendor dependencies, and manual activities into analysis-ready formats.

Senior DevOps Engineer

Architect

• Diseñar el modelo operativo objetivo, incluido el marco ITSM de extremo a extremo, lógica de enrutamiento de tickets y flujos de trabajo de gestión de incidentes para la empresa consolidada.
• Establecer puertas de calidad CAB que hagan cumplir estrictos estándares de entrada ITIL y detenciones regulatorias globales obligatorias (p. ej., e911, UK IPA) antes de la aprobación de ejecución.
• Definir el diseño de flujo de trabajo de incidentes, mapeando eventos de observabilidad validados en procesos ITSM estructurados alineados con las mejores prácticas de ITIL.
• Diseñar la lógica funcional y las especificaciones para la creación y enrutamiento automatizados de incidentes, incluidas las reglas para la asignación de NOC, la aplicación de SLA y la deduplicación de alertas.
• Entregar mapas de procesos claros y estructurados y requisitos funcionales que permitan a los equipos de plataformas del cliente implementar la solución dentro del sistema ITSM (no se requiere desarrollo o codificación de backend).
• Gobernar la ventana de hiper-cuidado gestionando los períodos de garantía para los sitios recién migrados y haciendo cumplir estrictos criterios de salida antes de la entrega a BAU.
• Actuar como la autoridad de escalación y gobernanza entre los equipos de ingeniería de migración y operaciones, rechazando entregas de sitios que no cumplan con los umbrales de estabilidad.
• Asegurar la preparación operativa validando que los diseños arquitectónicos se traduzcan completamente en manuales de operación de Nivel 1 / Nivel 2 utilizables.
• Colaborar estrechamente con el Arquitecto de Observabilidad de Red para alinear la interpretación de telemetría con la lógica del proceso ITSM, incluidas la priorización, categorización y asignación de SLA de alertas validadas.

ITSM Architect – Transition Lead

Network Engineer

• Architect the global cloud transit backbone by evaluating and defining the target-state AWS multi-account routing model, including a final design decision between AWS Cloud WAN and regional Transit Gateway (TGW) architectures to unify 40+ AWS accounts.
• Design the hybrid interconnect fabric across physical and cloud environments, including Layer 2/Layer 3 connectivity between legacy data centers and AWS using Digital Realty (PlatformDIGITAL / ServiceFabric) and AWS Direct Connect.
• Define the cloud-native security perimeter and identity access by engineering AWS WAF, AWS Shield Advanced, and centralized logging, while replacing raw credential management with AWS KMS/Secrets Manager and integrating AWS IAM with Entra ID for SSO.
• Standardize cloud routing boundaries for e-commerce and voice workloads, specifically architecting a split-routing model: securely steering SIP signaling through AWS while strictly keeping real-time RTP media on physical hardware to eliminate cloud latency and "noisy neighbor" impacts.
• Deliver a transition blueprint including Infrastructure-as-Code (IaC) migration templates and phased rollout strategy to enable migration from the current fragmented state to a unified cloud fabric without disruption to voice or e-commerce services.
• Drive strategic Cloud FinOps and architecture economics by auditing existing AWS spend, executing compute right-sizing, and implementing Reserved Instances and Savings Plans alongside structural cloud changes.

Principal Cloud Network Architect – Part-Time

• Translate enterprise-level security architecture into actionable, site-level security blueprints aligned with the overall program vision.
• Define and document the target-state architecture for the Network Security domain, including firewall rule consolidation, VRF-based macro-segmentation, and DDoS mitigation strategies.
• Analyze and optimize legacy security policies by consolidating overlapping firewall rules into streamlined, standardized templates.
• Collaborate closely with client Security and CISO teams, supporting design validation, risk alignment, and compliance with regulatory frameworks (e.g., CISA, HIPAA).
• Identify and resolve complex IP subnet overlaps and security-related routing conflicts flagged during data analysis phases.
• Define clear security exit criteria and guardrails as part of the migration factory Definition of Done (DoD).
• Contribute to architecture governance, including participation in architecture reviews, design approvals, and development of enterprise standards and reference architectures, while collaborating with cross-domain architects.

Software Engineer

• Coordinate and perform release planning, development, testing, and deployment of IVR enhancements across multiple agencies• Design and build call flows and integrate backend systems using application programming interfaces (APIs)• Manage NICE Business Units (BU) and contribute to solution design and network optimization• Provide routing design and implementation for contact center technologies• Collaborate with Architecture teams to design, develop, deploy, and consume APIs• Provide technical support and troubleshooting assistance when scripting issues arise• Coordinate issue communication and resolution with multiple technical teams during production incidents• Review support tickets with agency leadership and oversee issue resolution across teams

NICE CX-One Developer

Support Engineer

• Perform callflow minor updates and upgrades
• Resolve clients' issues in a timely manner
• Clarify incoming requests with customers
• Create and route tickets to L2 Engineer
• React to call alerts promptly
• Follow support procedures
• Acknowledge alerts from OpsGenie
• Implement fixes of L1/L2 level according to procedures

Junior L1 Genesys Support Engineer

• Support, configure, and maintain WAN infrastructure across medium-to-large enterprise networks.
• Troubleshoot and resolve WAN incidents, perform root cause analysis, and document solutions.
• Implement and optimize MPLS, OSPF, and BGP routing in complex enterprise topologies.
• Collaborate with network architects and cross-functional teams to design and execute WAN changes.
• Support VPN solutions (site-to-site, IPSec, SSL-VPN) and ensure secure interoffice connectivity.
• Work with firewall policies and monitoring systems to maintain network security posture.
• Maintain detailed network documentation, topology diagrams, and change records.
• Participate in change management processes and on-call rotations.

Network Engineer – WAN

• Own and maintain the baseline across ITMS, tools, operational processes, inventories, dependencies, and ownership
• Document current and target state for tooling landscape and integrations business processes across provisioning, support, change, and operations
• Maintain dependency maps across platforms, teams, vendors, and systems SOPs, runbooks, and rollback procedures
• Identify process gaps, duplication, manual workarounds, and tooling rationalization opportunities
• Support lifecycle management across tools and platforms, including onboarding, change, refresh, end of support, and retirement planning
• Maintain RAID log, decision log, action tracker, and requirements traceability
• Produce concise executive dashboards on progress, blockers, risks, and next steps
• Structure operational cost drivers such as tooling, support effort, vendor dependencies, and manual activities into analysis-ready formats

Business Analyst

• Work with stakeholders to gather, analyze, and document business requirements, translating them into functional and technical specifications
• Analyze existing business processes, identify improvement opportunities, and propose efficient solutions
• Act as a bridge between business, IT, and project teams, ensuring clear and consistent communication
• Support billing, mediation, and CDR data flows, ensuring accuracy and alignment with business needs
• Assist in pricing, rate card configuration, and catalog-related activities
• Participate in revenue assurance and financial reconciliation processes
• Evaluate proposed solutions to ensure they meet business requirements and strategic goals
• Contribute to project planning, tracking, and delivery support
• Develop test plans, coordinate User Acceptance Testing (UAT), and validate delivered solutions
• Prepare documentation, including business requirements, reports, business cases, and post-implementation reviews

Business Analyst – Commercial, Data

Call Center Representative

• 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.

Java IVR Application Developer

DevOps Engineer

Network Security Architect

Technical Solution Analyst – Network & Infrastructure

Technical Solution Analyst – Network & Infrastructure

Senior DevOps Engineer

ITSM Architect – Transition Lead

Principal Cloud Network Architect – Part-Time

Network Security Architect

NICE CX-One Developer

Junior L1 Genesys Support Engineer

Network Engineer – WAN

Technical Solution Analyst – Network & Infrastructure

Business Analyst – Commercial, Data

Contact Center Production Control Engineer, Amazon Connect