Miratech

Recruitment

• Lead the Technical (IT) Recruitment direction globally, with accountability for strategy, delivery quality, and performance across regions, teams, and client accounts, while contributing to the company’s overall global recruiting strategy in partnership with the Recruiting Director and peer leaders.
• Act as a strategic partner to senior stakeholders (Hiring Managers, Delivery, Sales, Leadership) on technical hiring priorities and strategy, including alignment with broader business and workforce objectives.
• Lead, coach, and develop a team of technical recruiters and recruitment managers, driving accountability, performance, and long-term growth of the function.
• Design, implement, and continuously improve technical recruitment processes, policies, and governance, ensuring consistency, scalability, and flexibility across regions and clients.
• Drive technical workforce planning, capacity management, and proactive talent pipeline strategies, aligned with business demand, delivery commitments, and future capability needs.
• Provide leadership and escalation support for complex, senior, or high-risk technical hiring situations, guiding both the recruitment team and stakeholders toward successful outcomes.
• Perform other duties as may be required, consistent with the purpose of this role.

Recruiting Manager

Call Center Representative

• Lead a comprehensive operational assessment across people, processes, performance management, and customer experience, independent of the current platform configuration.
• Define the future-state contact center operating model, including workforce deployment, routing strategy, customer engagement, and performance management across 12-, 24-, and 36-month horizons.
• Develop a prioritized optimization roadmap with clear business cases, expected outcomes, implementation priorities, and ROI metrics.
• Identify operational and customer experience improvement opportunities leveraging Genesys Cloud capabilities, including: AI and self-service solutions, Intelligent routing, Workforce engagement management, Analytics and reporting, Omnichannel customer engagement.
• Translate business opportunities into clear operational and business requirements for technical delivery teams.
• Establish KPI frameworks, governance models, and performance management processes, including ownership, reporting cadence, and operational review structures.
• Partner with operations leadership, supervisors, and frontline teams to redesign workflows, remove operational friction, and embed continuous improvement practices.
• Lead change management and user adoption initiatives, including communication planning, training strategy, leadership coaching, and operational enablement.
• Coach contact center leadership teams on best practices in workforce management, quality assurance, coaching, operational governance, and customer experience optimization.
• Serve as a trusted advisor to executive stakeholders by providing regular updates on progress, risks, priorities, and business outcomes.

Contact Center Operations Consultant

Support Engineer

• Support and maintain AWS-based CCaaS and contact center environments
• Monitor, troubleshoot, and resolve production issues using observability tools
• Design, develop, and enhance proactive monitoring capabilities
• Collaborate closely with developers, architects, and platform owners
• Troubleshoot production issues and perform root cause analysis
• Work with vendor partners to drive operational improvements
• Develop and maintain CloudWatch dashboards

Connect Support Engineer

Account Executive

• Drive multi-year revenue growth within assigned strategic accounts
• Expand Miratech’s footprint across business units, geographies, and technology domains
• Build and maintain deep executive relationships (CIO, CTO, COO, CX, Digital, Procurement)
• Identify and shape large transformation programs early, before formal RFP stages
• Convert single-tower engagements into enterprise-wide partnerships
• Scale account revenue significantly, driving long-term account growth (e.g., $5M → $20M+ and beyond)
• Perform other duties as may be required, consistent with the purpose of this role

Global Account Director

SDET

• Own end-to-end quality assurance, including test strategy, test case design, and acceptance validation
• Perform manual and exploratory testing of new features in fast-changing (greenfield) environments where early automation is not optimal
• Gradually design, build, and maintain automated test suites for stabilized functionality, including UI, API, integration, and E2E tests
• Define and maintain a regression testing approach, starting with manual smoke testing and evolving into automated regression coverage focused on high-risk areas (auth, number purchase, porting, billing)
• Conduct API and integration testing across external systems such as carrier platforms, ServiceNow, billing APIs, and Cognito authentication flows
• Integrate automated testing into CI/CD pipelines and ensure continuous quality validation
• Collaborate with Business Analysts to clarify and validate acceptance criteria
• Log, track, and manage defects through resolution
• Support stabilization phases and UAT cycles to ensure production readiness

Senior QA Automation Engineer, Playwright

Business Analyst

• Act as a liaison between business stakeholders and technical teams to gather, analyze, and document requirements related to ServiceNow platforms.
• Leverage ServiceNow to optimize Access & Identity Management (AIM/IAM) frameworks and streamline Information Security (InfoSec) processes.
• Support initiatives across Identity Governance & Administration (IGA) , Security Operations , and IT Service Management (ITSM) .
• Translate business needs into clear functional requirements, user stories, process flows, and acceptance criteria.
• Collaborate with DevOps and cross-functional teams to ensure solutions are scalable, secure, and aligned with enterprise standards.
• Participate in solution design reviews to ensure compliance with security, audit, and regulatory requirements.
• Support testing, validation, and deployment activities, ensuring delivered solutions meet business expectations.
• Identify opportunities for process improvement and automation within ServiceNow.
• Provide ongoing support, documentation, and knowledge transfer to stakeholders and operational teams.

Business Analyst – Service Now

• 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.
• Coordinate cross-functional technical teams, vendors, and operational stakeholders during critical incidents.
• Provide timely communication and executive-level updates on incident status, business impact, recovery progress, and estimated resolution timelines.
• Monitor incident progress, track action items, dependencies, and ensure accountability across participating teams.
• Maintain accurate incident documentation including timelines, decisions, recovery actions, MTTR, MTTD, and problem records.
• Utilize AI tools to assist with incident documentation, RCA drafting, transcript summarization, and operational efficiency.
• Participate in a 24x7 on-call and rotational support model for major incident management.

Junior Technical Support Engineer, Genesys, Amazon Connect, Nice

Engineer

• Design and implement end-to-end observability solutions across applications, infrastructure, and cloud environments.
• Develop dashboards, alerts, and telemetry frameworks to provide real-time visibility into system health and performance.
• Build automation solutions to eliminate repetitive operational tasks and improve efficiency.
• Enable runbook automation, self-healing capabilities, and automated incident triage workflows.
• Define and implement SLIs, SLOs, and alerting strategies to improve service reliability.
• Drive improvements in MTTD and MTTR through actionable alerts and telemetry-driven insights.
• Implement proactive monitoring, anomaly detection, and predictive alerting to identify issues before customer impact.
• Leverage AIOps capabilities for alert correlation and intelligent incident response.
• Integrate observability platforms with CI/CD pipelines, cloud services, and ITSM tools such as ServiceNow.
• Collaborate with engineering, product, and operations teams to establish observability standards and operational readiness practices.
• Mentor teams and drive adoption of observability best practices across the organization.

Observability Engineer

• Provide L3 production support for NICE CXone environments.
• Monitor and resolve production incidents, outages, and service requests.
• Perform RCA and implement preventive solutions.
• Support ACD, IVR, call routing, agent desktop, and digital channels.
• Monitor platform health using Splunk, Zabbix, CloudWatch, or Datadog.
• Support deployments, releases, and production changes.
• Troubleshoot APIs, CRM, telephony, and cloud integrations.
• Create troubleshooting guides and operational documentation.
• Collaborate with cross-functional teams on issue resolution.
• Drive automation and continuous operational improvements.

NICE CXOne Support Engineer

Technical Project Manager

• Act as the primary client-facing lead, managing stakeholder expectations, trust, and communication.
• Own end-to-end delivery across the program, maintaining full visibility into technical and business workstreams.
• Establish and continuously improve delivery processes, governance, planning, tracking, and reporting mechanisms.
• Coordinate cross-functional teams, including architects, engineers, analysts, and vendors, while aligning priorities as business needs evolve.
• Manage project risks, dependencies, issues, escalations, and delivery trade-offs to ensure successful outcomes.
• Partner with Product and Technical Leads on backlog planning, prioritization, and delivery sequencing.
• Collaborate with other Project Managers to ensure delivery continuity, knowledge sharing, and role backup.
• Drive continuous improvement initiatives based on client feedback and lessons learned.

Senior Technical Project Manager

Backend Engineer

• Design and build backend microservices for the squad’s modules (Identity/RBAC/MFA, number search, purchase and porting, onboarding automation, CDR and billing pipelines)
• Integrate with external carrier, telecom, and third-party APIs (Operator Connect, number/porting providers, ServiceNow, payment and billing systems)
• Implement event-driven flows and long-running workflows (Kafka, Temporal).
• Develop automated tests, participate in code reviews, and follow CI/CD practices
• Collaborate closely with Business Analysts to refine requirements and acceptance criteria
• Work with Frontend Engineers to define and maintain API contracts

Senior Back-End Engineer, Node.js

Project Manager

Senior Project Manager

• Design, develop, and maintain Python-based backend microservices
• Build and integrate REST APIs (authentication, RBAC, third-party integrations)
• Contribute to real-time voice pipeline integrations (SIP / WebRTC / LiveKit)
• Develop integrations with external systems (e.g., Zoho CRM, Google / Microsoft Calendar)
• Deploy and operate services on AWS (ECS, CloudWatch, Secrets Manager, S3)
• Maintain CI/CD pipelines using Bitbucket Pipelines
• Containerize services using Docker / Docker Compose
• Collaborate with AI, frontend, and DevOps teams; participate in code reviews and release processes

Recruiting Manager

Contact Center Operations Consultant

Connect Support Engineer

Global Account Director

Senior QA Automation Engineer, Playwright

Recruiting Manager

Business Analyst – Service Now

Contact Center Operations Consultant

Junior Technical Support Engineer, Genesys, Amazon Connect, Nice

Observability Engineer

NICE CXOne Support Engineer

Senior Technical Project Manager

Senior Back-End Engineer, Node.js

Senior Project Manager

Senior Python Engineer