Technical Writer(Amazon Connect)
Company Description
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%.
Job Description
We are seeking a Business Analyst(AWS Connect) 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 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.
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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