Amazon connect - Technical Analyst

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 seeking a Business Analyst 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.

• 4+ years of technical writing experience in contact center projects.
• 3+ years of hands-on AWS Connect CCaaS experience (support/operations).
• Proficiency in documentation tools (MS Word, Excel, Visio/Draw.io) and collaboration platforms (SharePoint).
• Working knowledge of MS Project for task tracking and planning.
• Strong analytical skills to interpret system metrics and drive actionable insights.
• Proven troubleshooting skills for contact center technical implementations.
• Experience working in agile environments with evolving cloud technologies.

Nice to have:

• Experience using MKDocs.
• CCaaS industry experience.

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. 

All your information will be kept confidential according to EEO guidelines.