Amazon Connect Contact Center Engineer

Miratech helps visionaries change the world. We are a global IT services and consulting company that brings together enterprise and start-up innovation. Today, we support digital transformation for some of the world's largest enterprises. By partnering with both large and small players, we stay at the leading edge of technology, remain nimble even as a global leader, and create technology that helps our clients further enhance their business. We are a values-driven organization and our culture of Relentless Performance has enabled over 99% of Miratech's engagements to succeed by meeting or exceeding our scope, schedule, and/or budget objectives since our inception in 1989. 

Miratech has coverage across 5 continents and operates in 30+ countries around the world. We currently have R&D centers in Ukraine, India, Poland, Spain, Slovakia, Canada, and our headquarters in the US.  As we continue to expand globally, we are seeing India, the United States, Canada, Argentina, and Brazil rapidly evolve into key growth areas in the Miratech network. Miratech retains nearly 1000 full-time professionals, and our annual growth rate exceeds 25%. Our ForeverRemote work culture offers you the utmost flexibility that comes with remote work.

We are seeking an Amazon Connect Contact Center Engineer.
Our customer is a leading American multinational healthcare and insurance company that focuses on delivering a full range of health benefits, improving affordability, simplifying healthcare experiences, and providing access to top-tier care. 
The project's main goal is to assist the scrum teams with the Amazon Connect implementation for IVR and routing, manage user services within Amazon Connect, and offer training and support on AWS solutions.

Responsibilities:

• Develop and implement Amazon Connect contact flows, utilizing DynamoDB, Lambda, and Lex Bots for intelligent customer interactions.
• Design and implement custom call routing solutions using routing profiles, queues, callbacks, emergency messages, hours of operations, and holiday routing with dynamic messaging features.
• Build and manage custom logic with AWS Lambda to improve contact center performance.
• Write and maintain software using one or more programming languages such as Python, Node.js, or Java, focusing particularly on integrating with Amazon Web Services Lambda APIs to ensure effective functionality in the cloud environment.
• Leverage tools like GIT, GitHub, and TFS for code version control and team collaboration.
• Apply CI/CD practices to enhance software deployment efficiency.
• Coordinate development efforts with both onshore and offshore developers, as well as interact with line-of-business customers to understand requirements and deliver solutions effectively.
• Perform debugging, troubleshooting, and problem-solving to address issues quickly and efficiently.
• Follow AWS best practices and pursue AWS certifications to stay updated with the latest cloud technologies.

• 5+ years of experience in contact center environment(Genesys, Avaya, Cisco).
• 2+ years of hands-on experience in developing Amazon Connect contact flows using DynamoDB, Lambda, and Lex Bots.
• Strong background in designing and implementing call routing systems, including routing profiles, queues, callbacks, emergency messaging, hours of operation, and holiday routing with dynamic messaging.
• Strong exposure in developing custom logic using AWS Lambda to enhance contact center functionality.
• Solid working experience with Python, Node.js, or Java with a focus on AWS Lambda APIs.
• Familiarity with development and version control tools like GIT, GitHub, and TFS.
• Competence in CI/CD pipelines using Terraform, CloudFormation, or Go CD.
• Strong debugging, troubleshooting, and problem-solving abilities.
• Excellent communication and analytical skills, with the ability to coordinate effectively with both onshore/offshore developers and business stakeholders.

Nice to have:

• Experience with AWS services like Contact Lens, Transcribe, Comprehend, S3, Athena, Quick Sight, Lambda, Elastic Search, Kibana and Kinesis.
• AWS certification.

We offer:

• 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 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. 

* Miratech is an equal opportunity employer and does not discriminate against any employee or applicant for employment on the basis of race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other protected status under applicable law.