Amazon Connect Observability Engineer
@ Miratech

Florida, Puerto Rico, United States
On Site
Full-time
Posted 3 days ago

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Job Details

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. Our focus is on digital transformation for some of the world's largest enterprises. With coverage on 5 continents and operations in over 25 countries, our culture of Relentless Performance has resulted in over 99% successful engagements since 1989.

Job Description

The Amazon Connect Observability Engineer will support a global initiative to enhance operational excellence of an Amazon Connect Contact Center as a Service (CCaaS) platform. You will create a centralized knowledge repository and enable seamless support for mission-critical contact center operations. The role focuses on building standardized documentation, playbooks, and process flows for efficient issue resolution.

Responsibilities

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

Qualifications

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

Nice to have

Experience using MKDocs.

We Offer

  • Culture of Relentless Performance with impressive project success rates.
  • Competitive pay and benefits, including health insurance and relocation program.
  • Work From Anywhere culture offering flexible remote work.
  • Growth opportunities through professional development and certifications.
  • Global impact by working on projects for top global clients.
  • A welcoming multicultural environment with regular team-building events.
  • Social sustainability values emphasizing IT education, community empowerment, and environmental awareness.

Key skills/competency

Amazon Connect, CCaaS, AWS, CloudWatch, Troubleshooting, Documentation, Playbooks, ServiceNow, Observability, Process Flows

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How to Get Hired at Miratech

🎯 Tips for Getting Hired

  • Research Miratech's culture: Study their mission, values, and global projects.
  • Customize your resume: Highlight CCaaS and AWS expertise.
  • Emphasize troubleshooting skills: Showcase technical playbook development experience.
  • Practice interview insights: Prepare to discuss observability tools.

📝 Interview Preparation Advice

Technical Preparation

Review AWS and CloudWatch fundamentals.
Practice building process flows and runbooks.
Refine troubleshooting scenarios with AWS integrations.
Study observability tool usage and metrics analysis.

Behavioral Questions

Describe a time you solved a technical challenge.
Explain process improvements in past roles.
Discuss team collaboration during high-pressure incidents.
Share experience working remotely with teams.

Frequently Asked Questions