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Production Support Engineer – Amazon Connect, CCAAS

Location

United States

Posted

73 days ago

Salary

0

Seniority

Senior

Job Description

Production Support Engineer – Amazon Connect, CCAAS

Miratech

• 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

Job Requirements

  • 4+ years of experience in Production Support, NOC, or Site Reliability Engineering roles
  • Minimum 3 years of hands-on experience with Amazon Connect (CCaaS)
  • Strong knowledge of AWS services including Amazon Connect, Lambda, S3, DynamoDB, and CloudWatch
  • Proficiency with monitoring and logging tools such as Splunk, CloudWatch, Dynatrace, Zabbix, and Grafana
  • Solid understanding of SLIs, SLOs, and core reliability engineering practices
  • Excellent communication abilities and strong documentation skills
  • Nice to have: AWS certifications
  • Experience with Docker/Kubernetes
  • Knowledge of CCaaS workflows and compliance frameworks (HIPAA, SOC-II)

Benefits

  • Health insurance
  • Language courses
  • Relocation program
  • Professional development opportunities
  • Certification programs
  • Mentorship and talent investment programs
  • Internal mobility
  • Internship opportunities

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