Amazon Connect Support Engineer

About the role

Miratech is seeking an Amazon Connect Support Engineer to ensure high availability and reliability of AWS‑based CCaaS contact‑center environments. The role focuses on proactive monitoring, troubleshooting, and production issue resolution using observability tools.

Key responsibilities

• Design, develop, and enhance proactive monitoring for the AWS Connect CCaaS platform.
• Collaborate with developers, architects, and platform owners to enforce logging standards and monitoring best practices.
• Participate in application design sessions and create end‑to‑end interaction flows using Splunk.
• Troubleshoot production issues, perform root‑cause analysis, and implement corrective actions.
• Work with vendor partners to improve operational processes and monitoring frameworks.
• Develop and maintain CloudWatch dashboards to provide redundant visibility.

Required profile

• 4+ years of IT experience with strong exposure to CCaaS environments.
• Solid experience in contact‑center observability, monitoring, and production troubleshooting.
• 2+ years hands‑on with monitoring tools such as Splunk and CloudWatch.
• Practical AWS experience, including Lambda, Amazon Connect, and Application Load Balancers.
• Proficiency in at least one scripting language (Python or JavaScript).
• Excellent communication and teamwork skills.

Required skills

• AWS (Lambda, Amazon Connect, ALB)
• Splunk
• CloudWatch
• Zabbix
• Python
• JavaScript
• CCaaS monitoring and troubleshooting