Senior 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 over 25 countries around the world. Miratech retains nearly 1000 full-time professionals, and our annual growth rate exceeds 25%. 

We are looking for a highly skilled Senior Amazon Connect Contact Center Engineer to join our remote team.
Our client is a prominent American multinational healthcare and insurance organization dedicated to providing comprehensive health benefits, enhancing affordability, streamlining healthcare experiences, and ensuring access to high-quality care.

The primary objective of this project is to support scrum teams in implementing Amazon Connect solutions, including digital routing, user service management, and providing training and support for AWS-based systems.

Responsibilities:

• Design and deploy Amazon Connect contact flows, leveraging DynamoDB, Lambda, and Lex Bots to enable intelligent and seamless customer interactions.
• Create and implement tailored call routing solutions, incorporating routing profiles, queues, callbacks, emergency messaging, business hours, and holiday routing with dynamic messaging capabilities.
• Develop and optimize custom logic using AWS Lambda to enhance contact center efficiency and performance.
• Demonstrate advanced technical proficiency in Amazon Connect, with a focus on integrating portal widgets for chat, CRM systems, chatbot development, email, and SMS functionalities.
• Develop and maintain software applications using programming languages such as Python, Node.js, or Java, with a strong emphasis on integrating AWS Lambda APIs for cloud-based functionality.
• Utilize version control tools like GIT, GitHub, and TFS to manage code and collaborate effectively with team members.
• Implement CI/CD practices to streamline software deployment processes and improve delivery efficiency.
• Collaborate with onshore and offshore development teams, as well as engage with business stakeholders to gather requirements and deliver tailored solutions.
• Identify, troubleshoot, and resolve technical issues promptly to ensure system reliability and performance.
• Stay current with AWS best practices and pursue relevant certifications to remain at the forefront of cloud technology advancements.

• 5+ years of experience working in contact center environments (e.g., Genesys, Avaya, Cisco, etc.).
• 4+ years of hands-on experience building Amazon Connect contact flows using DynamoDB, Lambda, and Lex Bots.
• Extensive experience with Amazon Connect, specifically in portal widget integration for chat, CRM integration, chatbot development, email, and SMS solutions.
• Proven expertise in designing and implementing call routing systems, including routing profiles, queues, callbacks, emergency messaging, and dynamic messaging for business hours and holidays.
• Strong experience in developing custom logic using AWS Lambda to improve contact center operations.
• Proficiency in programming languages such as Python, Node.js, or Java, with a focus on AWS Lambda API integration.
• Familiarity with version control tools like GIT, GitHub, and TFS.
• Experience with CI/CD pipelines using tools like Terraform, CloudFormation, or Go CD.
• Excellent problem-solving skills, with the ability to debug and troubleshoot complex technical issues.
• Strong communication and analytical skills, with the ability to collaborate effectively with cross-functional teams and stakeholders.

Nice to have:

• Experience with additional AWS services such as Contact Lens, Transcribe, Comprehend, S3, Athena, QuickSight, Elastic Search, Kibana, and Kinesis.
• AWS certification(s) is a plus.

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.