Job Description
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 as well as 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 and enhance existing documents.
About Miratech
Miratech is a global IT services and consulting company that brings together enterprise and start-up innovation, supporting digital transformation for large enterprises.