The AWS Observability Analyst (Technical Writing) will support a global initiative to enhance the operational excellence of an Amazon Connect Contact Center as a Service (CCaaS) platform, focusing on creating standardized documentation and process flows to empower support teams.

In Short

Develop visual process flows for Amazon Connect CCaaS support and operations.
Create standardized troubleshooting playbooks for the CCaaS support team.
Build how-to guides and knowledge documents for helpdesk and internal teams.
Document alert resolution steps to streamline issue remediation.
Analyze ServiceNow incidents and historical events for documentation.
Execute mock troubleshooting sessions with operations support team.
Enhance existing documents and knowledge articles.

Requirements

4+ years of experience in AWS/Cloud contact center (CcaaS) support and operations.
Hands-on with CloudWatch, Lambda, DynamoDB, S3, or observability tools.
Strong troubleshooting skills for contact flows and AWS integrations.
Ability to create technical playbooks and knowledge base articles.
Experience with documentation and collaboration tools.
Strong analytical skills to interpret metrics/logs.

Benefits

Join a team with a 99% project success rate.
Comprehensive compensation and benefits package.
Flexible remote work culture.
Professional development opportunities.
Collaborate on impactful projects for global clients.
Be part of a welcoming multicultural environment.
Engage in sustainable business practices.

Miratech

Miratech is a global IT services and consulting company dedicated to helping visionaries change the world through innovative technology solutions. Established in 1989, Miratech supports digital transformation for some of the largest enterprises worldwide by combining enterprise and start-up innovation. With a values-driven culture of Relentless Performance, the company boasts a remarkable 99% success rate in project engagements. Operating across 30+ countries and five continents, Miratech has R&D centers in locations such as Ukraine, India, Poland, and the US, and employs nearly 1000 professionals. The company is experiencing rapid growth, particularly in key markets like India, the US, Canada, Argentina, and Brazil, with an annual growth rate exceeding 25%. Miratech promotes a ForeverRemote work culture, offering employees the flexibility of remote work while fostering a welcoming and inclusive environment.

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