We are seeking a Production Support Specialist/Site Reliability Engineer (SRE) with deep expertise in Amazon Connect (CCaaS). This is a production-focused role. You will ensure reliability, stability, and operational excellence for mission-critical contact center environments through proactive monitoring, live troubleshooting, and automation.
Responsibilities:
- Provide incident response within defined SLAs, troubleshoot production issues, and perform root cause analysis.
- Monitor and maintain observability using Splunk, CloudWatch, Zabbix, and similar tools.
- Investigate issues across AWS services, networking, APIs, and integrations.
- Manage Amazon Connect configurations, contact flows, bots (Lex), and integrations with Lambda, S3, QuickSight, and DynamoDB.
- Develop visual process flows, standardized troubleshooting playbooks, and how-to guides for support teams.
- Document alert resolution steps and maintain runbooks, knowledge repositories, and playbooks.
- Analyze ServiceNow incidents, RCAs, and historical events to extract actionable insights for documentation.
- Collaborate with platform and operations teams for incident triage, mock troubleshooting sessions, and continuous improvement.
Apply on company website All Cities, India Remote (Global) Full-time
Miratech is hiring an Amazon Connect Production Support - CCaaS
About company
Miratech helps visionaries change the world. We are a global IT services and consulting company that brings together enterprise and start-up innovation. Today, we support digital transformation for some of the world's largest enterprises. By partnering with both large and small players, we stay at the leading edge of technology, remain nimble even as a global leader, and create technology that helps our clients further enhance their business.
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