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. Apply tot his job Apply To this Job