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Miratech
Business Analyst-Technical Writer (Amazon Connect/AWS)
Join Miratech as a Business Analyst-Technical Writer in Florida, focusing on AWS Connect/CCaaS. Develop playbooks, enhance documentation, and analyze ServiceNow incidents. Enjoy competitive pay, remote flexibility, and professional growth.
Consulting
Mid-Level
ServiceNow Role Type:
Business Process Analyst
ServiceNow Modules:
IT Service Management
ServiceNow Certifications (nice to have):
Job description
Posted on:
August 14, 2025
Miratech is seeking a Technical Writer specializing in supporting the operational excellence of its AWS Connect/Cloud Call Center (CCaaS) platform. This role focuses on building standardized knowledge repositories and playbooks to empower support teams and ensure consistent service delivery. The ideal candidate will be proficient in document creation, problem-solving, and collaborating with various teams.
Requirements
- 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.
- Analyze ServiceNow incidents, RCAs, and historical events.
- Work closely with operations support team members.
- Enhance and organize existing documents.
- Strong analytical skills.
- Proven troubleshooting skills for contact center technical implementations.
- Experience working in agile environments.
Benefits
- Competitive Pay and Benefits
- Health Insurance
- Relocation Program
- Remote Work Flexibility
- Professional Development Opportunities
- Global Impact
- Welcoming Multicultural Environment
- Social Sustainability Values
Requirements Summary
4+ years of technical writing experience, 3+ years in contact center projects, proficiency in document tools & collaboration platforms (SharePoint), and MS Project knowledge. Strong analytical and troubleshooting skills are required
