Miratech

• Design, develop, and maintain Python-based backend microservices • Build and integrate REST APIs (authentication, RBAC, third-party integrations) • Contribute to real-time voice pipeline integrations (SIP / WebRTC / LiveKit) • Develop integrations with external systems (e.g., Zoho CRM, Google / Microsoft Calendar) • Deploy and operate services on AWS (ECS, CloudWatch, Secrets Manager, S3) • Maintain CI/CD pipelines using Bitbucket Pipelines • Containerize services using Docker / Docker Compose • Collaborate with AI, frontend, and DevOps teams; participate in code reviews and release processes

• The role is responsible for shaping and managing the delivery approach for a complex telecom transformation project, from early planning through to execution. • Working closely with architects and technical leads, you will translate evolving technical designs into a structured delivery plan with clear workstreams, milestones, ownership, dependencies, and governance. • Throughout the project, you will coordinate technical teams, manage risks and dependencies, and ensure delivery remains aligned with the project's objectives. • The position serves as the primary delivery lead, ensuring effective coordination across multiple technical domains, maintaining alignment between strategic goals and execution activities, and driving successful outcomes in fast-paced and evolving environments. • Work with stakeholders, architects, and technical SMEs to translate business objectives into a structured delivery approach, defining workstreams, milestones, deliverables, ownership, dependencies, and governance. • Support the development of the target solution by identifying planning assumptions, information gaps, technical dependencies, and decision points, ensuring they are reflected in the project plan as the design evolves. • Translate emerging architecture and engineering decisions into executable work packages, realistic delivery plans, and clear acceptance criteria. • Coordinate architects, engineers, vendors, and project teams throughout the project to maintain delivery alignment, resolve dependencies, and adapt plans as new information becomes available. • Maintain project plans, risks, assumptions, dependencies, decisions, and status reporting, providing concise, decision-oriented updates to project leadership and stakeholders. • Drive cross-functional collaboration across network, infrastructure, security, operations, and engineering teams to ensure successful project delivery. • Monitor project financials, resource requirements, and capacity planning to ensure delivery commitments remain achievable and aligned with organizational priorities. • Facilitate workshops, planning sessions, and technical reviews to achieve stakeholder alignment and accelerate issue resolution. • Develop and maintain integrated project schedules, highlighting critical paths, risks, constraints, and mitigation strategies. • Ensure adherence to organizational delivery methodologies, quality standards, compliance requirements, and change management processes. • Support transition-to-operations activities, including operational readiness assessments, knowledge transfer, and service acceptance planning.

• Design, develop, and maintain Python-based backend microservices • Build and integrate REST APIs (authentication, RBAC, third-party integrations) • Contribute to real-time voice pipeline integrations (SIP / WebRTC / LiveKit) • Develop integrations with external systems (e.g., Zoho CRM, Google / Microsoft Calendar) • Deploy and operate services on AWS (ECS, CloudWatch, Secrets Manager, S3) • Maintain CI/CD pipelines using Bitbucket Pipelines • Containerize services using Docker / Docker Compose • Collaborate with AI, frontend, and DevOps teams; participate in code reviews and release processes

• Work with stakeholders, architects, and technical SMEs to translate business objectives into a structured delivery approach, defining workstreams, milestones, deliverables, ownership, dependencies, and governance. • Support the development of the target solution by identifying planning assumptions, information gaps, technical dependencies, and decision points, ensuring they are reflected in the project plan as the design evolves. • Translate emerging architecture and engineering decisions into executable work packages, realistic delivery plans, and clear acceptance criteria. • Coordinate architects, engineers, vendors, and project teams throughout the project to maintain delivery alignment, resolve dependencies, and adapt plans as new information becomes available. • Maintain project plans, risks, assumptions, dependencies, decisions, and status reporting, providing concise, decision-oriented updates to project leadership and stakeholders. • Drive cross-functional collaboration across network, infrastructure, security, operations, and engineering teams to ensure successful project delivery. • Monitor project financials, resource requirements, and capacity planning to ensure delivery commitments remain achievable and aligned with organizational priorities. • Facilitate workshops, planning sessions, and technical reviews to achieve stakeholder alignment and accelerate issue resolution. • Develop and maintain integrated project schedules, highlighting critical paths, risks, constraints, and mitigation strategies. • Ensure adherence to organizational delivery methodologies, quality standards, compliance requirements, and change management processes. • Support transition-to-operations activities, including operational readiness assessments, knowledge transfer, and service acceptance planning.

• Design, develop, and maintain Python-based backend microservices • Build and integrate REST APIs (authentication, RBAC, third-party integrations) • Contribute to real-time voice pipeline integrations (SIP / WebRTC / LiveKit) • Develop integrations with external systems (e.g., Zoho CRM, Google / Microsoft Calendar) • Deploy and operate services on AWS (ECS, CloudWatch, Secrets Manager, S3) • Maintain CI/CD pipelines using Bitbucket Pipelines • Containerize services using Docker / Docker Compose • Collaborate with AI, frontend, and DevOps teams; participate in code reviews and release processes

• Design, develop, and maintain RESTful APIs and microservices using Python • Integrate and support Pindrop solutions including authentication, fraud detection workflows, and SDK/API usage • Architect secure, scalable, and high-performance backend applications • Integrate backend services with relational and NoSQL databases such as PostgreSQL, MySQL, MongoDB, and DynamoDB • Write clean, efficient, testable code following best practices for performance, maintainability, and security • Design and deploy cloud-native applications using AWS services including EC2, Lambda, S3, RDS, DynamoDB, API Gateway, and IAM • Implement and maintain CI/CD pipelines using GitHub Actions or GitLab CI • Set up monitoring, logging, and observability using CloudWatch, CloudTrail, and Splunk logging • Collaborate on infrastructure automation using CloudFormation and Terraform • Assist in migration projects from legacy contact center platforms to Amazon Connect

• The role is responsible for shaping and managing the delivery approach for a complex telecom transformation project, from early planning through to execution. • Working closely with architects and technical leads, you will translate evolving technical designs into a structured delivery plan with clear workstreams, milestones, ownership, dependencies, and governance. • Throughout the project, you will coordinate technical teams, manage risks and dependencies, and ensure delivery remains aligned with the project's objectives. • The position serves as the primary delivery lead, ensuring effective coordination across multiple technical domains, maintaining alignment between strategic goals and execution activities, and driving successful outcomes in fast-paced and evolving environments. • Work with stakeholders, architects, and technical SMEs to translate business objectives into a structured delivery approach, defining workstreams, milestones, deliverables, ownership, dependencies, and governance. • Support the development of the target solution by identifying planning assumptions, information gaps, technical dependencies, and decision points, ensuring they are reflected in the project plan as the design evolves. • Translate emerging architecture and engineering decisions into executable work packages, realistic delivery plans, and clear acceptance criteria. • Coordinate architects, engineers, vendors, and project teams throughout the project to maintain delivery alignment, resolve dependencies, and adapt plans as new information becomes available. • Maintain project plans, risks, assumptions, dependencies, decisions, and status reporting, providing concise, decision-oriented updates to project leadership and stakeholders. • Drive cross-functional collaboration across network, infrastructure, security, operations, and engineering teams to ensure successful project delivery. • Monitor project financials, resource requirements, and capacity planning to ensure delivery commitments remain achievable and aligned with organizational priorities. • Facilitate workshops, planning sessions, and technical reviews to achieve stakeholder alignment and accelerate issue resolution. • Develop and maintain integrated project schedules, highlighting critical paths, risks, constraints, and mitigation strategies. • Ensure adherence to organizational delivery methodologies, quality standards, compliance requirements, and change management processes. • Support transition-to-operations activities, including operational readiness assessments, knowledge transfer, and service acceptance planning.

Role Description We are looking for an experienced Junior Technical Support Engineer to lead the response and coordination of major production incidents across enterprise environments. The ideal candidate will have strong experience in incident management, service restoration, stakeholder communication, and operational coordination within large-scale IT or contact center platforms. This role will serve as the central point of coordination during critical incidents, ensuring rapid service restoration, effective communication, and cross-functional collaboration while minimizing business impact. - Lead and coordinate major incident war rooms from initiation through service restoration. - Assess incident severity, business impact, affected services, and prioritize recovery efforts. - Drive a restoration-first approach by coordinating failover, rollback, rerouting, workaround, and recovery activities. - Coordinate cross-functional technical teams, vendors, and operational stakeholders during critical incidents. - Provide timely communication and executive-level updates on incident status, business impact, recovery progress, and estimated resolution timelines. - Monitor incident progress, track action items, dependencies, and ensure accountability across participating teams. - Maintain accurate incident documentation including timelines, decisions, recovery actions, MTTR, MTTD, and problem records. - Utilize AI tools to assist with incident documentation, RCA drafting, transcript summarization, and operational efficiency. - Participate in a 24x7 on-call and rotational support model for major incident management. Qualifications - 3+ years of experience in IT Operations, Production Support, Service Operations, Network Operations, Contact Center Operations, Incident Management, or related operational roles. - Experience serving as an Incident Manager, Incident Commander, Command Center, Site Reliability Operations, or similar position. - Strong experience managing enterprise production incidents and driving service restoration. - Experience using ServiceNow or similar enterprise incident management and ticketing platforms. - Familiarity with enterprise contact center platforms such as Amazon Connect, Genesys, NICE CXone, or similar technologies. - Excellent verbal, written, stakeholder management, and executive communication skills. - Strong analytical, troubleshooting, and decision-making abilities. - Willingness to work rotational shifts in a 24x7x365 command center environment. - Demonstrated experience using AI/GenAI tools such as Microsoft Copilot, Claude, or similar platforms for operational productivity. Requirements - Experience working within enterprise contact center or cloud operations environments. - Understanding of ITIL Incident Management and Problem Management processes. - Experience with Service Reliability Engineering (SRE) or enterprise operational command centers. - Knowledge of cloud platforms and enterprise production support best practices. Benefits - Culture of Relentless Performance: Join an unstoppable technology development team with a 99% project success rate and more than 30% year-over-year revenue growth. - Competitive Pay and Benefits: Enjoy a comprehensive compensation and benefits package, including health insurance, language courses, and a relocation program. - Work From Anywhere Culture: Make the most of the flexibility that comes with remote work. - Growth Mindset: Reap the benefits of professional development opportunities, certification programs, mentorship, internal mobility, and internship opportunities. - Global Impact: Collaborate on impactful projects for leading global clients. - Welcoming Multicultural Environment: Thrive in an inclusive workplace with open communication and regular team-building activities. - Social Sustainability Values: Join an organization committed to IT education, community empowerment, environmental sustainability, fair operating practices, and gender equality.

• Act as the primary client-facing lead, managing stakeholder expectations, trust, and communication. • Own end-to-end delivery across the program, maintaining full visibility into technical and business workstreams. • Establish and continuously improve delivery processes, governance, planning, tracking, and reporting mechanisms. • Coordinate cross-functional teams, including architects, engineers, analysts, and vendors, while aligning priorities as business needs evolve. • Manage project risks, dependencies, issues, escalations, and delivery trade-offs to ensure successful outcomes. • Partner with Product and Technical Leads on backlog planning, prioritization, and delivery sequencing. • Collaborate with other Project Managers to ensure delivery continuity, knowledge sharing, and role backup. • Drive continuous improvement initiatives based on client feedback and lessons learned.

• Manage the full delivery cycle of technical projects • Handle fixed-scope and Time & Materials (T&M) projects • Create and maintain project plans • Identify project risks and coordinate with partners • Follow standard project management processes • Monitor project budgets with Finance teams • Prepare project updates and reports for stakeholders