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Amazon Connect Observability Engineer

Miratech

Yakima, Washington, United StatesOn Site

Original Job Summary

Company Description

Miratech helps visionaries change the world. We are a global IT services and consulting company supporting digital transformation for some of the world's largest enterprises. With operations in over 25 countries and nearly 1000 professionals, Miratech is committed to excellence with a culture of Relentless Performance.

Job Description

As an Amazon Connect Observability Engineer, you will support a global initiative to enhance operational excellence of an AWS Connect CCaaS platform. You will create a centralized knowledge repository and enable seamless support for mission-critical contact center operations through visual process flows, standardized documentation, and troubleshooting playbooks.

Responsibilities

  • Develop visual process flows for AWS Connect CCaaS support.
  • Create standardized troubleshooting playbooks for support teams.
  • Build how-to guides and knowledge documents for internal teams.
  • Document alert resolution steps for issue remediation.
  • Analyze ServiceNow incidents and RCAs for documenting processes.
  • Conduct mock troubleshooting sessions with operations support teams.
  • Enhance existing documentation and knowledge articles.

Qualifications

  • 4+ years in AWS/Cloud contact center (CCaaS) support, especially Amazon Connect.
  • Experience with CloudWatch, Lambda, DynamoDB, S3, or observability tools such as Datadog, Kibana, Sumo Logic, OpenSearch.
  • Strong troubleshooting skills for contact flows and AWS integrations.
  • Proven ability to create technical playbooks, runbooks, and knowledge base articles.
  • Experience with documentation tools like MS Word, Confluence, SharePoint, and Visio/Draw.io.
  • Analytical skills to interpret metrics and logs.

Nice to Have

  • Experience using MKDocs.

We Offer

  • Culture of Relentless Performance with high project success.
  • Competitive pay and comprehensive benefits including health insurance and relocation.
  • Work From Anywhere culture with remote flexibility.
  • Professional growth opportunities and career development programs.
  • Global impact projects and a welcoming multicultural environment.
  • Commitment to social sustainability and community empowerment.

Key skills/competency

  • Amazon Connect
  • AWS
  • Observability
  • Documentation
  • Troubleshooting
  • CloudWatch
  • Playbooks
  • Process Flows
  • ServiceNow
  • Collaboration

How to Get Hired at Miratech

🎯 Tips for Getting Hired

  • Customize your resume: Align skills with AWS Connect requirements.
  • Highlight technical expertise: Emphasize observability tools experience.
  • Showcase documentation skills: Include detailed playbook examples.
  • Prepare for technical interviews: Review AWS and troubleshooting scenarios.

📝 Interview Preparation Advice

Technical Preparation

Review AWS Connect setup and configurations.
Practice troubleshooting AWS integration issues.
Study CloudWatch and observability tool documentation.
Prepare sample process flows and playbooks.

Behavioral Questions

Describe a past documentation challenge solved.
Explain teamwork during operational incidents.
Detail conflict resolution in support situations.
Share examples of process improvement initiatives.