Miratech
Information Technology And Services
ProductionSupportEngineer–CCaaS
Neural analysis suggests this role is
optimal for mid candidates.
“Production Support Engineer – CCaaS at Miratech. Skills: incident response, crisis handling, vendor coordination, IT operations, network monitoring, command center operations, ServiceNow, Splunk, Dynatrace, Genesys Engage, Microsoft Copilot. incident response. operational support within IT and contact center environments”
What You'll Achieve.
meeting or exceeding our scope, schedule, and/or budget objectives; ensure operational stability; continuous operational improvements
Industry & Context.
incident response; crisis handling; Triage and manage incidents; Escalate outages or anomalies appropriately
Must be comfortable working on night shifts to support global clients.
What They're Looking For.
Must Have
4+ years of experience in incident response, crisis management, and vendor coordination., 4+ years of experience in IT operations, network monitoring, or command center environments., Familiarity with tools such as ServiceNow, Splunk, and Dynatrace., 2+ years of experience with Genesys Engage or cloud-based call center applications., Ability to work in a fast-paced environment and manage multiple communication channels simultaneously., Familiarity with AI tools such as Microsoft Copilot., Excellent communication and teamwork skills., Must be comfortable working on night shifts to support global clients.
Nice to Have
Knowledge of Amazon Connect and NICE CXone, familiarity with Azure or Google AI tools, basic understanding of Python and Pindrop applications.
What You'll Do.
operational support within IT and contact center environments
Monitor system alerts
and contact center platforms to ensure operational stability.
Triage and manage incidents using structured severity frameworks while coordinating resolution across IT
and external vendors.
Track queue performance
and overall system health using dashboards and analytics tools.
Escalate outages or anomalies appropriately and participate in standups
and post-incident reviews.
Maintain accurate issue logs and prepare regular performance and incident reports while supporting audit and compliance documentation.
Leverage AI/Copilot tools to enhance productivity
streamline communication
automate documentation
and support continuous operational improvements.
How You'll Work.
Team & Collaboration
cross-functional coordination; collaborate effectively across teams; Act as a liaison between technical and business stakeholders to ensure clear communication and timely updates during incidents.
Communication Scope
Excellent communication skills; manage multiple communication channels; clear communication
Full Job 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%. This role focuses on incident response and operational support within IT and contact center environments. The candidate should have strong experience in incident management, crisis handling, vendor coordination, and network or command center operations. The candidate should have hands-on experience with tools such as ServiceNow, Splunk, Dynatrace, and Genesys Engage or cloud call center platforms is required. The ability to work in a fast-paced environment, manage multiple communication channels, and collaborate effectively across teams is essential. Familiarity with AI tools like Microsoft Copilot and strong communication skills are key to success in this role. Responsibilities * Monitor system alerts, infrastructure, applications, and contact center platforms to ensure operational stability. Triage and manage incidents using structured severity frameworks while coordinating resolution across IT, automation, software, business teams, and external vendors. * Track queue performance, call volumes, and overall system health using dashboards and analytics tools. Escalate outages or anomalies appropriately and parti
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