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Business Analyst - Technical Writer (AWS Connect)

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 top enterprises, backed by a culture of Relentless Performance since 1989.

Job Description

We are seeking a Technical Writer to support a global initiative to enhance the operational excellence of an AWS Connect CCaaS platform. You will create a centralized knowledge repository and develop standardized documentation, playbooks, and process flows for mission-critical contact center operations.

Responsibilities

  • Develop visual process flows for AWS 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 for issue remediation.
  • Analyze ServiceNow incidents and RCAs to formalize documentation.
  • Collaborate with operations support during mock troubleshooting sessions.
  • Enhance and organize existing documents to align with standards.

Qualifications

  • 4+ years in AWS/Cloud CCaaS support, especially with Amazon Connect.
  • Experience with CloudWatch, Lambda, DynamoDB, S3, or observability tools.
  • Strong troubleshooting skills for contact flows, routing profiles, and AWS integrations.
  • Ability to create technical playbooks, runbooks, and knowledge base articles.
  • Proficient with documentation tools (MS Word, Confluence, SharePoint, Visio/Draw.io).
  • Strong analytical skills to interpret metrics and logs.

Nice to Have

Experience using MKDocs.

What We Offer

  • Culture of Relentless Performance with 99% project success rate.
  • Competitive pay, benefits, and relocation program.
  • Work From Anywhere Culture offering remote flexibility.
  • Professional development, certification, mentorship, and internal mobility.
  • Global impact projects with top global clients.
  • Welcoming multicultural environment with team-building events.
  • Social sustainability values across IT education, community empowerment, fair practices, environmental sustainability, and gender equality.

Key skills/competency

AWS Connect, Technical Writing, CCaaS, CloudWatch, Troubleshooting, Documentation, ServiceNow, Analytical Skills, Process Flows, Playbooks.

How to Get Hired at Miratech

🎯 Tips for Getting Hired

  • Research Miratech's culture: Study their mission, values, and projects online.
  • Customize your resume: Emphasize AWS and technical writing skills.
  • Showcase your portfolio: Include technical documents and process flows.
  • Prepare for technical interviews: Review AWS Connect and troubleshooting scenarios.

📝 Interview Preparation Advice

Technical Preparation

Review AWS Connect configurations.
Practice creating process flow diagrams.
Familiarize with CloudWatch and Lambda.
Study documentation software functionalities.

Behavioral Questions

Describe a challenging documentation project.
Explain collaboration during remote teamwork.
Discuss process improvement initiatives.
Share troubleshooting and analytical experiences.