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Business Analyst-Technical Writer (Amazon Connect / AWS)

Business Analyst-Technical Writer (Amazon Connect / AWS)

MiratechAll cities, All States, United States
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Job Description

We are seeking a Business Analyst-Technical Writer  to support a global initiative to enhance the operational excellence of an AWS Connect Contact Center as a Service (CCaaS) platform. You will play a key role in creating a centralized knowledge repository and enabling seamless support for mission-critical contact center operations. The focus is on building standardized documentation, playbooks, and process flows that empower the support team to resolve issues efficiently and ensure consistent service delivery.

Responsibilities :

  • Develop visual process flows for AWS 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, RCAs, and historical events to extract and formalize knowledge objects for documentation.
  • Work closely with operations support team members to execute mock troubleshooting sessions.
  • Enhance and organize existing documents, knowledge articles, and playbooks to align with agreed standards and formats.

Qualifications

  • 4+ years of experience in AWS / Cloud contact center (CcaaS) support and operations, especially Amazon Connect.
  • Hands-on with CloudWatch, or Lambda, DynamoDB, S3, or observability tools (Datadog, Kibana, Sumo Logic, OpenSearch).
  • Strong troubleshooting skills for contact flows, routing profiles, agent states, and AWS integrations.
  • Ability to create technical playbooks, runbooks, and knowledge base articles for support teams.
  • Experience with documentation and collaboration tools (MS Word, Confluence, SharePoint, Visio / Draw.io).
  • Strong analytical skills to interpret metrics / logs and drive actionable improvements.

    • Nice to have :

  • Experience using MKDocs.

    • 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, 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.
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    Writer • All cities, All States, United States