Production Support Engineer– AWS & CCaaS

Miratech • Canada, KY

6d

About The Position

We are seeking a mid- to senior-level 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.

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 Haves

• AWS certifications.
• Experience with Docker/Kubernetes.
• Knowledge of CCaaS workflows and compliance frameworks (HIPAA, SOC-II).

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.

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, 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 a range of professional development opportunities, including certification programs, mentorship and talent investment programs, internal mobility and internship opportunities.
• Global Impact: collaborate on impactful projects for top global clients and shape the future of industries.
• Welcoming Multicultural Environment: be a part of a dynamic, global team and thrive in an inclusive and supportive work environment with open communication and regular team-building company social events.
• Social Sustainability Values: join our sustainable business practices focused on five pillars, including IT education, community empowerment, fair operating practices, environmental sustainability, and gender equality.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 501-1,000 employees