Miratech is hiring a Contact Center Production Control Engineer (Amazon Connect preferable)

Job Title: Contact Center Production Control Engineer (Amazon Connect preferable)

Company: Miratech

The Contact Center Production Control Engineer is responsible for ensuring the reliability, availability, and performance of cloud-based contact center platforms, with a primary focus on AWS Amazon Connect. This role emphasizes proactive monitoring, incident resolution, cross-functional collaboration, and the enhancement of system observability using tools such as Splunk, Zabbix, and Amazon CloudWatch.

• Design and enhance proactive monitoring for AWS Amazon Connect CCaaS platforms to ensure high availability, reliability, and performance.
• Collaborate with developers, architects, and platform owners to establish logging standards and monitoring best practices.
• Participate in application design to enable end-to-end visibility using Splunk for deep operational insights.
• Perform root cause analysis and resolve production incidents, implementing preventive measures to improve system stability.
• Partner with vendor teams to strengthen monitoring strategies and platform observability.
• Develop and maintain Amazon CloudWatch dashboards as a complementary monitoring solution to Splunk.
• Conduct knowledge-sharing sessions and maintain troubleshooting playbooks to improve operational readiness.

• Undergraduate degree or equivalent experience in Information Technology or a related field.
• Minimum of 2 years of hands-on experience in CCaaS environments, including monitoring and troubleshooting.
• Proficiency with observability tools such as Splunk and Zabbix.
• 2+ years of AWS cloud experience, including Lambda, ALBs, Amazon Connect, and CloudWatch.
• Scripting proficiency in Python, Perl, or PowerShell for automation.
• Strong communication and collaboration skills across cross-functional teams.

AWS, Amazon Connect, Lambda, Application Load Balancers (ALBs), CloudWatch, Splunk, Zabbix, Python, Perl, PowerShell

• Culture of Relentless Performance: Join a high-performing team with a 99% project success rate and over 30% year-over-year revenue growth.
• Competitive Pay and Benefits: Comprehensive package including health insurance, language courses, and relocation support.
• Work From Anywhere Culture: Fully remote work flexibility.
• Growth Mindset: Access to certification programs, mentorship, talent investment, and internal mobility.
• Global Impact: Work on transformative projects for top-tier global clients.
• Welcoming Multicultural Environment: Inclusive, global team with open communication and regular team-building events.
• Social Sustainability Values: Committed to IT education, community empowerment, fair practices, environmental sustainability, and gender equality.

Miratech is an equal opportunity employer and does not discriminate based on race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other protected status under applicable law. All candidate information is kept confidential in accordance with EEO guidelines.