Amazon Connect Engineer

.4 trillion by 2027. As companies increasingly adopt cloud-based contact center solutions, the need for professionals with expertise in AWS services, programming, and contact center operations has grown exponentially. With its strong focus on digital transformation, Miratech stands out as a company that offers a dynamic work environment and opportunities for professional growth. Before applying, candidates should be aware that a strong foundation in Amazon Connect, AWS services, and programming languages such as Python, Node.js, or Java is essential. Additionally, experience with version control tools, CI/CD tools, and a proven track record of delivering scalable customer engagement solutions will be highly valued.

## About the Role As an Amazon Connect Engineer at Miratech, you will play a pivotal role in designing, building, and optimizing advanced contact center solutions on AWS. Your expertise will focus on delivering seamless, intelligent, and scalable customer engagement solutions that meet the evolving needs of clients. The role entails working closely with cross-functional teams, including the Architecture team, to design, develop, and deploy APIs and consume APIs, ensuring the integration of contact center technology with backend systems.

The position requires a deep understanding of contact center operations, including call routing design, scripting, and troubleshooting. Your day-to-day activities will include coordinating and performing release planning, development, testing, and releases on multiple agencies' IVR enhancements. You will also provide technical support and troubleshooting assistance to customers and internal teams when scripting issues arise, ensuring minimal downtime and maximizing customer satisfaction.

Miratech's commitment to innovation and customer satisfaction creates a dynamic work environment where engineers can thrive. With a focus on relentless performance and a culture of growth mindset, the company offers numerous opportunities for professional development, including certification programs, mentorship, and talent investment initiatives.

## What You Will Do - Design, build, and optimize advanced contact center solutions on AWS, focusing on Amazon Connect and integrating with DynamoDB and Lambda.

• Coordinate and perform release planning, development, testing, and releases on multiple agencies' IVR enhancements.
• Provide routing design and implementation for contact center technology, ensuring efficient call flow and customer experience.
• Cooperate with the Architecture team to design, develop, and deploy APIs, and consume APIs, enhancing contact center operations and backend system integrations.
• Offer technical support and troubleshooting assistance to customers and internal teams, resolving scripting issues and minimizing downtime.
• Coordinate issue communication and resolution with multiple tech teams in the event of a problem, ensuring collaborative problem-solving and timely resolutions.
• Review support tickets with agency leadership and oversee any support questions from other team members working on agencies' tickets, fostering a culture of knowledge sharing and support.
• Develop and implement custom logic for enhancing contact center operations using AWS Lambda, leveraging programming skills in Python, Node.js, or Java.
• Utilize version control tools (GIT, GitHub, TFS) and CI/CD tools such as Terraform, CloudFormation, or GoCD to streamline development and deployment processes.
• Collaborate with cross-functional teams to design and implement chatbot development, email, and SMS solutions, enhancing customer engagement channels.
• Analyze and resolve complex technical issues, applying strong problem-solving, debugging, and troubleshooting abilities to ensure high-quality solutions.

## What We Are Looking For - 4+ years of hands-on experience designing and building Amazon Connect contact flows with DynamoDB and Lambda.

• Strong experience in call routing design, including routing profiles, queues, callbacks, emergency messaging, and dynamic business hours/holiday routing.
• Proficiency in programming languages such as Python, Node.js, or Java, with experience in AWS Lambda API integration.
• Experience with version control tools (GIT, GitHub, TFS) and CI/CD tools such as Terraform, CloudFormation, or GoCD.
• Proven expertise in Amazon Connect, including portal widget integration, CRM integration, and contact center operations.
• Excellent communication and collaboration skills, with the ability to work effectively with cross-functional teams and stakeholders.
• Strong problem-solving, debugging, and troubleshooting abilities, with a focus on delivering high-quality solutions.
• Familiarity with contact center environments (e.g., Genesys, Avaya, Cisco) and experience with API integration for backend systems.
• Experience with cloud-based contact center solutions and a strong understanding of cloud infrastructure and scalability.

## Nice to Have - Experience in building Call flow designs and integration to backend systems using application program interfaces (API).

• Knowledge of social sustainability values and experience with sustainable business practices.
• Certification in AWS services or contact center operations, demonstrating a commitment to professional development and technical expertise.

## Benefits and Perks - Competitive pay and benefits package, including health insurance, language courses, and a relocation program.

• Opportunity to work with a range of professional development opportunities, including certification programs, mentorship, and talent investment initiatives.
• Flexible work environment with the option to work from anywhere, promoting work-life balance and autonomy.
• Collaborative and dynamic team environment, with regular team-building company social events and open communication channels.
• Chance to work on impactful projects for top global clients, contributing to the future of industries and technological innovation.
• Comprehensive compensation and benefits package, reflecting Miratech's commitment to employee well-being and job satisfaction.
• Access to cutting-edge technologies and tools, ensuring engineers stay at the forefront of their field and can continually develop their skills.

- To stand out in your application, highlight your experience with AWS services, particularly Amazon Connect, and your proficiency in programming languages such as Python, Node.js, or Java.

• Ensure your portfolio includes examples of custom logic you've developed for enhancing contact center operations using AWS Lambda, demonstrating your ability to apply technical skills to real-world challenges.
• During the interview, be prepared to discuss your experience with call routing design, scripting, and troubleshooting, as well as your understanding of contact center operations and cloud infrastructure.
• When negotiating salary, consider not just the base pay but also the comprehensive benefits package, including health insurance, language courses, and relocation programs, to ensure you're valuing the total compensation offer.
• Be aware of the company culture and values, especially Miratech's focus on relentless performance, growth mindset, and social sustainability, to ensure alignment with your own professional goals and values.
• Prepare questions for the interview, such as what a typical day looks like in the role, opportunities for professional growth, and the team's dynamics, to demonstrate your interest in the position and the company.