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Amazon connect - Technical Analyst

Amazon connect - Technical Analyst

MiratechAll cities, Canada
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Job Description

Join our dynamic team as a Technical Analyst to support and enhance a cloud-based Contact Center as a Service (CCaaS) platform powered by Amazon Connect. This project focuses on enabling seamless customer experiences by building robust monitoring and observability solutions. You will work closely with cross-functional teams and vendor partners to ensure high availability, proactive issue detection, and continuous improvements to our global contact center infrastructure.

Responsibilities :

  • Design, develop, and enhance proactive monitoring and observability capabilities for the AWS Connect CCaaS platform.
  • Collaborate with developers, architects, and platform owners to enforce logging standards and build practices that enable effective troubleshooting and monitoring.
  • Participate in application design sessions and create end-to-end interaction flows using Splunk.
  • Troubleshoot production issues, ensuring quick resolution and minimal customer impact.
  • Work closely with vendor partners to drive operational and monitoring enhancements.
  • Develop CloudWatch dashboards as a supplementary monitoring solution alongside Splunk.
  • Conduct knowledge-sharing sessions to create and propagate troubleshooting playbooks for the broader support team.

Qualifications

  • 4+ years of IT experience in CCaaS (Contact Center as a Service) environments.
  • 3+ years implementing observability solutions for contact centers (monitoring, alerting, troubleshooting).
  • Hands-on experience with Splunk (querying, dashboards) and Zabbix (infrastructure monitoring).
  • 2+ years working with AWS services : Amazon Connect, Lambda, ALB, and CloudWatch.
  • 2+ years of scripting experience (Python preferred, PowerShell, or Perl) for automation.
  • Proven ability to diagnose and resolve complex contact center performance issue s.

    • Nice to have :

  • AWS Certified (Solutions Architect, SysOps Administrator, or Developer).
  • Strong experience with application and security logging.
  • Experience working in scripted and automated environments (CI / CD pipelines, Infrastructure as Code).

    • 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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    Technical Analyst • All cities, Canada