Remote CCaaS Support Engineer — AWS Connect & Observability

Miratech; Arizona City (AZ); On-site; USD 110,000 - 150,000; Full time

Benefits offered by this job

Relentless Performance culture

Competitive compensation

Remote work flexibility

Growth opportunities

Global projects

Multicultural environment

Sustainability initiatives

Job summary

Miratech is seeking an Amazon Connect Support Engineer to maintain AWS-based CCaaS and contact center environments ensuring high availability and reliability. You will monitor, troubleshoot, and resolve production issues with Splunk and CloudWatch, collaborating with developers and platform owners.

The role offers exposure to multiple CCaaS platforms in a modern enterprise environment, including working with AWS components like Lambda and Amazon Connect, with a focus on proactive monitoring and

Qualifications

• 4+ years IT experience with CCaaS exposure.
• Experience in contact center observability and production troubleshooting.
• 2+ years with monitoring tools such as Splunk and CloudWatch.
• Practical AWS cloud experience including Lambda, Amazon Connect, ALBs.

Responsibilities

• Design, develop, and enhance proactive monitoring capabilities for the AWS Connect CCaaS platform to ensure system reliability and operational excellence.
• Collaborate closely with developers, architects, and platform owners to enforce logging standards and monitoring best practices that enable effective troubleshooting and observability.
• Participate in application design sessions and develop end-to-end interaction flows using Splunk to strengthen monitoring and diagnostics capabilities.
• Troubleshoot production issues, perform root cause analysis, and implement corrective actions to minimize system downtime and service disruptions.
• Work with vendor partners to drive operational improvements and enhance monitoring frameworks across the platform.
• Develop and maintain CloudWatch dashboards as a complementary monitoring solution to ensure redundancy and visibility.

Skills

IT experience

Observability

Teamwork

AWS experience

Tools

Splunk

CloudWatch

Zabbix

Lambda

Job description

Miratech is seeking an Amazon Connect Support Engineer to maintain AWS-based CCaaS and contact center environments ensuring high availability and reliability. You will monitor, troubleshoot, and resolve production issues with Splunk and CloudWatch, collaborating with developers and platform owners.

The role offers exposure to multiple CCaaS platforms in a modern enterprise environment, including working with AWS components like Lambda and Amazon Connect, with a focus on proactive monitoring and