Amazon Connect Observability Engineer
@ Miratech

Arlington, Texas, United States
On Site
Full-time
Posted 3 days ago

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Job Details

Company Overview

Miratech is a global IT services and consulting company with a culture of Relentless Performance and a history of successful engagements. With a presence across 25+ countries and a strong growth rate, Miratech partners with both large enterprises and start-ups to drive digital transformation.

Job Overview

The Amazon Connect Observability Engineer will support a global initiative to enhance operational excellence for an Amazon Connect Contact Center as a Service (CCaaS) platform. This role focuses on creating a centralized knowledge repository, standardized documentation, and playbooks to empower support teams in resolving issues efficiently and ensuring consistent service delivery.

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 to streamline issue remediation.
  • Analyze ServiceNow incidents, RCAs, and historical events to formalize documentation.
  • Collaborate with operations support team during mock troubleshooting sessions.
  • Enhance and organize existing documents to align with documentation standards.

Qualifications

  • 4+ years experience in AWS/Cloud contact center support, especially Amazon Connect.
  • Hands-on experience with CloudWatch, Lambda, DynamoDB, S3, or observability tools like Datadog, Kibana, Sumo Logic, OpenSearch.
  • Strong troubleshooting skills for AWS integrations and contact flows.
  • Expertise in creating technical playbooks, runbooks, and knowledge base articles.
  • Experience with 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.

What We Offer

  • A culture of Relentless Performance with high success rates and growth.
  • Competitive pay and benefits including health insurance and relocation support.
  • A Work From Anywhere culture, providing flexibility in work arrangements.
  • Professional development, certification, mentorship, and internal mobility opportunities.
  • Global impact projects for top clients in a multicultural and inclusive environment.
  • Commitment to social sustainability including IT education and community empowerment.

Key skills/competency

  • Amazon Connect
  • Observability
  • AWS
  • CloudWatch
  • Troubleshooting
  • Documentation
  • Process Flows
  • Playbooks
  • ServiceNow
  • Technical Guides
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How to Get Hired at Miratech

🎯 Tips for Getting Hired

  • Research Miratech's culture: Study their mission and recent news.
  • Customize your resume: Highlight AWS, observability, and documentation skills.
  • Showcase experience: Emphasize work with Amazon Connect and support.
  • Prepare for interviews: Practice technical and behavioral questions.

📝 Interview Preparation Advice

Technical Preparation

Review Amazon Connect documentation.
Practice AWS CloudWatch and Lambda exercises.
Understand observability tool integrations.
Study technical troubleshooting scenarios.

Behavioral Questions

Discuss teamwork in remote settings.
Explain clear documentation examples.
Describe handling operational stress.
Share experiences with cross-team collaboration.

Frequently Asked Questions