Junior Technical Support Engineer(Genesys, Amazon Connect, Nice)

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 scope, schedule, and budget objectives since our inception in 1989. Miratech has coverage across five continents and operates in 25 countries worldwide. With nearly 1,000 full-time professionals and an annual growth rate exceeding 25%, we continue to deliver innovative technology solutions to global enterprises. We are looking for a motivated Junior Technical Support Engineer with foundational experience supporting enterprise contact center platforms such as Amazon Connect, Genesys, NICE CXone , or similar technologies. In this role, you will assist in responding to and coordinating major production incidents across enterprise environments. The ideal candidate will have strong experience in incident management, service restoration, stakeholder communication, and operational coordination within large-scale IT or contact center platforms. This role will serve as the central point of coordination during critical incidents, ensuring rapid service restoration, effective communication, and cross-functional collaboration while minimizing business impact. Responsibilities Lead and coordinate major incident war rooms from initiation through service restoration. Assess incident severity, business impact, affected services, and prioritize recovery efforts. Drive a restoration-first approach by coordinating failover, rollback, rerouting, workaround, and recovery activities. Coordina