Amazon Connect - Contact Center Engineer

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 values-driven 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 30+ countries around the world. We currently have R&D centers in Ukraine, India, Poland, Spain, Slovakia, Canada, and our headquarters in the US.  As we continue to expand globally, we are seeing India, the United States, Canada, Argentina, and Brazil rapidly evolve into key growth areas in the Miratech network. Miratech retains nearly 1000 full-time professionals, and our annual growth rate exceeds 25%. Our ForeverRemote work culture offers you the utmost flexibility that comes with remote work.

We are looking for a highly skilled Amazon Connect Contact Center Engineer to join our dynamic team. The ideal candidate will have significant experience in designing, developing, and maintaining contact center solutions with Amazon Connect, including expertise in call routing, AWS Lambda, DynamoDB, and Lex Bots. This role requires strong problem-solving skills, the ability to collaborate effectively with cross-functional teams, and a deep understanding of contact center environments.

Responsibilities:

• Design, develop, and maintain Amazon Connect contact flows, leveraging AWS services such as DynamoDB, Lambda, and Lex Bots.
• Implement and configure call routing systems, including routing profiles, queues, callbacks, emergency messaging, holiday routing, and dynamic messaging.
• Develop and enhance contact center functionality by creating custom logic using AWS Lambda.
• Collaborate with onshore/offshore developers and business stakeholders to deliver high-quality solutions tailored to the business needs.
• Work with Python, Node.js, or Java to implement AWS Lambda functions and integrations.
• Utilize development and version control tools such as GIT, GitHub, and TFS for software versioning and collaboration.
• Maintain and optimize CI/CD pipelines using Terraform, CloudFormation, or GoCD for continuous delivery and deployment.
• Troubleshoot, debug, and resolve issues in contact flows, integrations, and AWS services.

• 5+ years of experience in contact center environment(Genesys, Avaya, Cisco).
• 2+ years of hands-on experience in developing Amazon Connect contact flows using DynamoDB, Lambda, and Lex Bots.
• Strong background in designing and implementing call routing systems, including routing profiles, queues, callbacks, emergency messaging, hours of operation, and holiday routing with dynamic messaging.
• Strong exposure in developing custom logic using AWS Lambda to enhance contact center functionality.
• Solid working experience with Python, Node.js, or Java with a focus on AWS Lambda APIs.
• Familiarity with development and version control tools like GIT, GitHub, and TFS.
• Competence in CI/CD pipelines using Terraform, CloudFormation, or Go CD.
• Strong debugging, troubleshooting, and problem-solving abilities.
• Excellent communication and analytical skills, with the ability to coordinate effectively with both onshore/offshore developers and business stakeholders.

Nice to have:

• Experience with AWS services like Contact Lens, Transcribe, Comprehend, S3, Athena, Quick Sight, Lambda, Elastic Search, Kibana and Kinesis.
• AWS certification.

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.