Production Support Engineer/Specialist – AWS & CCaaS
Company Description
Miratech helps visionaries change the world. We are a global IT services and consulting company that brings together enterprise and start-up innovation. Today, we support digital transformation for some of the world's largest enterprises. By partnering with both large and small players, we stay at the leading edge of technology, remain nimble even as a global leader, and create technology that helps our clients further enhance their business. We are a values-driven organization and our culture of Relentless Performance has enabled over 99% of Miratech's engagements to succeed by meeting or exceeding our scope, schedule, and/or budget objectives since our inception in 1989. Miratech has coverage across 5 continents and operates in over 25 countries around the world. Miratech retains nearly 1000 full-time professionals, and our annual growth rate exceeds 25%.
Job Description
We are seeking a mid- to senior-level Production Support Specialist/Site Reliability Engineer (SRE) with deep expertise in Amazon Connect (CCaaS). This is a production-focused role. You will ensure reliability, stability, and operational excellence for mission-critical contact center environments through proactive monitoring, live troubleshooting, and automation. Responsibilities:
- Provide incident response within defined SLAs, troubleshoot production issues, and perform root cause analysis.
- Monitor and maintain observability using Splunk, CloudWatch, Zabbix, and similar tools.
- Investigate issues across AWS services, networking, APIs, and integrations.
- Manage Amazon Connect configurations, contact flows, bots (Lex), and integrations with Lambda, S3, QuickSight, and DynamoDB.
- Develop visual process flows, standardized troubleshooting playbooks, and how-to guides for support teams.
- Document alert resolution steps and maintain runbooks, knowledge repositories, and playbooks.
- Analyze ServiceNow incidents, RCAs, and historical events to extract actionable insights for documentation.
- Collaborate with platform and operations teams for incident triage, mock troubleshooting sessions, and continuous improvement.
Qualifications
- 4+ years of experience in Production Support, NOC, or Site Reliability Engineering roles.
- Minimum 3 years of hands-on experience with Amazon Connect (CCaaS).
- Strong knowledge of AWS services including Amazon Connect, Lambda, S3, DynamoDB, and CloudWatch.
- Proficiency with monitoring and logging tools such as Splunk, CloudWatch, Dynatrace, Zabbix, and Grafana.
- Solid understanding of SLIs, SLOs, and core reliability engineering practices.
- Excellent communication abilities and strong documentation skills.
Nice to have:
- AWS certifications.
- Experience with Docker/Kubernetes.
- Knowledge of CCaaS workflows and compliance frameworks (HIPAA, SOC-II).
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, 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.
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