Amazon Connect Engineer

Company Description

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 valuesdriven 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 25 countries around the world. Miratech retains nearly 1000 full-time professionals, and our annual growth rate exceeds 25%.

Job Description

We are seeking an experienced Amazon Connect Engineer to design, build, and optimize advanced contact center solutions on AWS. The ideal candidate will have strong expertise in Amazon Connect, AWS services, and programming skills to deliver seamless, intelligent, and scalable customer engagement solutions.

Responsibilities:

• Coordinate and perform release planning, development, testing, and releases on multiple agencies IVR enhancements.
• Build Call flow designs and integration to backend systems using application program interfaces (API).
• Manage NICE BU and provide input into solution design, and optimization for network solutions.
• Provide routing design and implementation for contact center technology
• Cooperate with the Architecture team to design, develop, and deploy APIs, and consume APIs.
• Provide technical support and troubleshooting assistance to customers and internal teams when scripting issues arise
• Coordinate issue communication and resolution with multiple other tech teams in the event of a problem.
• Review support tickets with agency leadership and oversee any support questions from other team members that might be working on one of those agencies’ tickets.

Qualifications

• 4+ years of hands-on experience designing and building Amazon Connect contact flows with DynamoDB, Lambda, and Lex Bots.
• Proven expertise in Amazon Connect, including portal widget integration, CRM integration, chatbot development, email, and SMS solutions.
• Strong experience in call routing design (routing profiles, queues, callbacks, emergency messaging, and dynamic business hours/holiday routing).
• Skilled in building AWS Lambda-based custom logic for enhancing contact center operations.
• Proficiency in Python, Node.js, or Java with AWS Lambda API integration.
• Familiarity with version control tools (GIT, GitHub, TFS).
• Experience with CI/CD tools such as Terraform, CloudFormation, or GoCD.
• Strong problem-solving, debugging, and troubleshooting abilities.
• Excellent communication and collaboration skills with cross-functional teams and stakeholders.

Nice to have:

• Experience in contact center environments (e.g., Genesys, Avaya, Cisco, etc.).

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.