Source Job

Lead and mentor a global voice operations team focused on reliability, performance, and scalability. Manage daily operations, including incident response and on-call coordination. Configure, maintain, and troubleshoot SBCs, policy servers, and other voice infrastructure components.

Vonage is a global cloud communications leader helping brands accelerate their digital transformation through unified communications and contact center solutions.

• 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.
• Collaborate with onshore/offshore developers and business stakeholders to deliver high-quality solutions tailored to the business needs.

Miratech is a global IT services and consulting company that brings together enterprise and start-up innovation, supporting digital transformation. They are a values-driven organization with a culture of relentless performance and over 1000 full-time professionals across 25 countries.

• Ensure reliability, stability, and operational excellence for mission-critical contact center environments.
• Provide incident response, troubleshoot production issues, and perform root cause analysis.
• Manage Amazon Connect configurations, contact flows, bots (Lex), and integrations.

Miratech is a global IT services and consulting company that brings together enterprise and start-up innovation, supporting digital transformation for large enterprises.

• Coordinate release planning, development, testing, and releases on multiple agencies IVR enhancements.
• Build Call flow designs and integration to backend systems using application program interfaces (API).
• Provide technical support and troubleshooting assistance to customers and internal teams when scripting issues arise.

Miratech is a global IT services and consulting company that brings together enterprise and start-up innovation, supporting digital transformation for some of the world's largest enterprises. Miratech has coverage across 5 continents and operates in 25 countries around the world employing nearly 1000 full-time professionals and prides itself on a values-driven organization and a culture of relentless performance.

• Ensure customer success in building and launching Amazon Connect solutions.
• Facilitate business process reviews to identify customer requirements and processes.
• Translate customer requirements into contact center design, leveraging best practices, and other AWS Services.

NeuraFlash, part of Accenture, is redefining the future of business through the power of AI and groundbreaking technologies like Agentforce.

• Architect scalable contact-center solutions using Amazon Connect.
• Implement GenAI and LLM-based solutions using Bedrock, Lex, SageMaker.
• Integrate with CRMs and enterprise systems through secure APIs and event-driven flows.

Miratech is a global IT services and consulting company that brings together enterprise and start-up innovation, supporting digital transformation for some of the world's largest enterprises.

• Support customers in the adoption of Amazon Connect solutions, ensuring successful implementation.
• Conduct technology assessment and audits to identify the need to move to CCaaS AWS Connect Platform.
• Translate high-level business goals into actionable user stories for development or implementation teams.

NeuraFlash, part of Accenture, is redefining the future of business through the power of AI and groundbreaking technologies like Agentforce.

Lead a technical support team to ensure the seamless operation of the Aledade App and its data interfaces. Manage ticket lifecycles and optimize systems. Provide escalation support, implement workflow solutions, and supervise support processes to enhance operations through improvements and automation.

Aledade empowers independent primary care practices, health centers and clinics to deliver better care and thrive in value-based care.

Provide timely and accurate troubleshooting for hardware and software issues. Manage and record all technical issues and resolutions using Intercom. Monitor health of customer environments and proactively tackle issues.

Redzone helps manufacturers make more product for less while greatly improving the employee experience by combining exceptional software and world-class coaching.

Support a global initiative to enhance the operational excellence of an AWS Connect Contact Center. Create standardized documentation, playbooks, and process flows. Analyze ServiceNow incidents to extract knowledge for documentation.

Miratech is a global IT services and consulting company that brings together enterprise and start-up innovation, supporting digital transformation for large enterprises.

Provide customer service and technical support of all Itamar Medical products and services. Receive incoming phone calls and emails - troubleshoot, research and respond to inquiries in a timely, professional manner. Retain customers through superior customer service and technical support.

ZOLL Itamar is an innovative medical device technology company that focuses on the development and manufacturing of Home Sleep Apnea Tests.

• Take ownership of global helpdesk tickets; be familiar with systems like Salesforce, Genesys, ObserveAI, MavenAGI, Omni Channel, Jira Service Management, and Confluence.
• Explore and champion AI tools (e.g., Gemini, ChatGPT, Atlassian Rovo) to develop new processes, automate manual tasks, and generate documentation to streamline operations.
• Help end-users problem solve and find solutions to issues; communicate updates or major changes to global employees and provide feedback to improve tools.

Thumbtack helps millions of people confidently care for their homes via their app, which offers personalized guidance, AI tools, and a hiring experience. They have over 300,000 local service businesses in every county of the U.S.

• Provide exceptional support for a diverse range of products and services.
• Address technical inquiries and meet customer needs swiftly and expertly.
• Collaborate with teams for issue resolution.

Tactacam is a leading innovator in outdoor and action camera technology, dedicated to providing high-quality products that enhance the outdoor experience.

• Manage and resolve complex Tier 2 support escalations, including technical issues related to our open API and third-party integrations.
• Analyze customer inquiry patterns to identify recurring bugs and platform incidents, and propose improvements to product and support documentation.
• Mentor and guide Customer Care Coordinators, serving as an escalation point, product expert, and professional development coach.

PerfectGym is a data-driven, global SaaS company innovating the fitness industry, empowering fitness businesses worldwide using cutting-edge technology.

• Handle customer and internal user requests via chat, email, and occasionally phone calls in English.
• Conduct technical diagnostics to resolve issues and escalate to higher levels of technical support if needed.
• Identify patterns and trends in technical issues and suggest improvements to prevent reoccurrences.

Gcore collaborates with industry giants like Intel, Dell, NVIDIA, and Equinix to accelerate AI training, provide cutting-edge cloud services, and optimize content delivery. With over 550 professionals, Gcore fosters a culture of innovation and transformation in the internet landscape.

• Communicate directly with customers via our Support Center.
• Triage a diversity of support tickets as well as work on process improvement.
• Help new and existing customers get up and running with our product, diagnose tricky situations, and aid companies in achieving their business goals.

Customer.io's platform is used by over 8,000 companies to send billions of messages daily. They help teams send smarter messages using real-time behavioral data and believe in empathy, transparency, and responsibility.

• Partner with teams to deliver a unified customer experience, aligning execution with objectives and resolving issues efficiently.
• Build and maintain strong relationships across all levels of customer and internal organizations, ensuring clear communication.
• Coordinate the technical engagement between customer stakeholders and internal teams, ensuring alignment on priorities and deliverables.

Quantum Metric is a leader in digital analytics, helping organizations put customers at the heart of everything they do. The company captures insights from 50 percent of the world’s internet users, supporting nationally recognized brands and has been named to multiple best workplaces lists.

• Troubleshoot complex technical issues using SQL queries and external resources.
• Serve as the primary escalation point for Tier 1 support staff.
• Analyze ticket trends and propose long-term solutions to prevent repeat issues.

Conversica provides a platform that uses AI-powered virtual assistants to engage leads and customers. They offer comprehensive health, dental, and vision benefits, PTO, holiday pay, 401k, and equity, reflecting their investment in employees.

We are seeking an experienced AWS Architect for designing and optimizing digital contact center solutions by using Amazon Connect and modern GenAI technologies. The ideal candidate will be responsible for lead architecture initiatives and integrating enterprise systems. The role involves delivering intelligent customer and agent experiences through automation, LLMs, and real-time data workflows.

Miratech is a global IT services and consulting company that brings together enterprise and start-up innovation to support digital transformation for some of the world’s largest enterprises.

• Become a subject matter expert on all JobRobotix products.
• Partner with Account Management to build support documentation so customers can self-service their questions.
• Address customer support tickets and aid customers by phone and email to diagnose support issues.

Nomad Health is the first digital marketplace for healthcare jobs, efficiently connecting quality clinicians with rewarding career opportunities. It is a Series D startup backed by First Round Capital, RRE Ventures, and others, and has been recognized by Forbes and Newsweek.