Contact Center Production Control Engineer (Amazon Connect preferable)

Location: Gurgaon, in, Remote

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

This role requires a technically skilled professional with 2+ years of experience in CCaaS and cloud-based contact center environments. The position focuses on monitoring, troubleshooting, and ensuring platform reliability using tools like Splunk and Zabbix. Candidates with strong hands-on experience with AWS services including Lambda, ALBs, Amazon Connect, and CloudWatch is essential, along with proficiency in at least one scripting language such as Python, Perl, or PowerShell to support automation and operational efficiency.

Responsibilities:

• Design and enhance proactive monitoring capabilities for AWS Amazon Connect CCaaS platforms, ensuring high availability, reliability, and performance across production environments.
• Collaborate closely with developers, architects, and platform owners to establish logging standards, enforce monitoring best practices, and enable efficient troubleshooting through structured observability frameworks.
• Participate in application design discussions to develop end-to-end interaction visibility using Splunk, enabling deep operational insights and traceability across contact center workflows.
• Troubleshoot and resolve production incidents, performing root cause analysis and implementing preventive measures to improve system stability.
• Partner with vendor teams to drive operational improvements, strengthen monitoring strategies, and enhance overall platform observability.
• Develop and maintain Amazon CloudWatch dashboards as complementary monitoring solutions to Splunk, ensuring redundancy and comprehensive performance tracking.
• Conduct knowledge-sharing sessions and document troubleshooting playbooks to enable broader support teams and improve operational readiness.

Qualifications

• Undergraduate degree or equivalent practical experience in Information Technology or a related field.
• 2+ years of hands-on experience in CCaaS environments, including monitoring and troubleshooting contact center platforms.
• Strong working knowledge of observability and monitoring tools such as Splunk and Zabbix.
• 2+ years of AWS cloud experience, including Lambda, Application Load Balancers (ALBs), Amazon Connect, and CloudWatch.
• Proficiency in at least one scripting language such as Python, Perl, or PowerShell to support automation and operational efficiency.
• Excellent communication and collaboration skills with the ability to work effectively across cross-functional teams.

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.

Additional Information

All your information will be kept confidential according to EEO guidelines.