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Amazon Connect Observability Engineer

Miratech

Yakima, Washington, United StatesOn Site

Original Job Summary

Company Overview

Miratech is a global IT services and consulting company that supports digital transformation for some of the world's largest enterprises. With operations across 25+ countries and a culture of Relentless Performance, Miratech has enabled over 99% of its engagements to succeed since 1989.

Job Description

As an Amazon Connect Observability Engineer, you will support a global initiative to enhance the operational excellence of an Amazon Connect Contact Center as a Service (CCaaS) platform. You will create centralized documentation including visual process flows, playbooks, how-to guides, and alert resolution steps to empower the support team and streamline issue remediation.

Responsibilities

  • Develop visual process flows for Amazon Connect CCaaS support.
  • Create standardized troubleshooting playbooks for the support team.
  • Build how-to guides and knowledge documents for helpdesk and internal teams.
  • Document alert resolution steps to streamline issue remediation.
  • Analyze ServiceNow incidents, RCAs, and historical events to extract knowledge.
  • Collaborate with operations support to execute mock troubleshooting sessions.
  • Enhance and organize documents, knowledge articles, and playbooks.

Qualifications

  • 4+ years of experience in AWS/Cloud contact center (CCaaS) support, especially Amazon Connect.
  • Experience with CloudWatch, Lambda, DynamoDB, S3, or observability tools like Datadog, Kibana, Sumo Logic, OpenSearch.
  • Strong troubleshooting skills for contact flows, routing profiles, agent states, and AWS integrations.
  • Ability to create technical playbooks and knowledge base articles.
  • Proficiency in documentation and collaboration tools (MS Word, Confluence, SharePoint, Visio/Draw.io).
  • Strong analytical skills to interpret metrics/logs and drive improvements.

Nice to Have

Experience using MKDocs.

What We Offer

  • A culture of Relentless Performance with a 99% project success rate.
  • Competitive pay and benefits including comprehensive health plans and relocation programs.
  • A work-from-anywhere culture providing flexible remote work arrangements.
  • Professional growth opportunities through certification, mentorship, and internal mobility.
  • Global impact through collaboration on high-impact projects.
  • A multicultural, inclusive environment with regular team-building events.
  • A commitment to social sustainability and fair operating practices.

Key skills/competency

  • Amazon Connect
  • CCaaS
  • Observability
  • CloudWatch
  • Troubleshooting
  • Playbooks
  • Process flows
  • Documentation
  • AWS
  • ServiceNow

How to Get Hired at Miratech

🎯 Tips for Getting Hired

  • Research Miratech's culture: Understand their global IT impact and values.
  • Tailor your resume: Emphasize AWS and CCaaS experience.
  • Customize your cover letter: Highlight observability expertise and troubleshooting skills.
  • Prepare for technical interviews: Review AWS services and monitoring tools.
  • Network on LinkedIn: Connect with current Miratech engineers.

📝 Interview Preparation Advice

Technical Preparation

Review AWS service integrations.
Practice CloudWatch and Lambda configurations.
Study observability tools basics.
Analyze AWS incident reports samples.

Behavioral Questions

Describe a challenging troubleshooting scenario.
Explain teamwork in crisis resolution.
Discuss documentation improvement projects.
Share conflict resolution in support operations.