Location: Remote
Job: Senior CCaaS Production Support Engineer
Position Summary:
Responsible for ensuring the stability, availability, and operational health of enterprise Contact Center as a Service (CCaaS) platforms, including Amazon Connect, Genesys Cloud, NICE CXOne, and Pindrop. Acts as a key escalation point for production incidents, troubleshooting, vendor coordination, and operational support to deliver reliable customer and agent experiences.
Key Responsibilities
Provide advanced production support for CCaaS platforms and integrated contact center solutions.
Troubleshoot and resolve complex incidents, service disruptions, and customer-reported issues.
Lead major incident management, root cause analysis (RCA), and recovery activities.
Monitor system performance, platform health, and operational alerts using tools like Splunk, CloudWatch, Dynatrace, Datadog, Grafana, and Zabbix.
Analyze call flows, telephony logs, routing behavior, APIs, and integrations to identify and resolve issues.
Coordinate with vendors (Genesys, Amazon, NICE, Pindrop) and internal teams for issue resolution.
Support production deployments, change management, and operational readiness activities.
Develop support documentation, runbooks, and knowledge articles.
Participate in 24x7 on-call support rotations and drive continuous service improvements.
Required Qualifications
Bachelor’s degree or equivalent experience.
4+ years of experience supporting enterprise CCaaS platforms such as Amazon Connect, Genesys Cloud, NICE CXOne, or similar.
Strong background in production support, incident management, and troubleshooting.
Experience with CCaaS integrations, telephony, IVR/IVA, APIs, and voice authentication solutions.
Expertise in log analysis, monitoring tools, and problem resolution in enterprise environments.
Strong communication, stakeholder management, and problem-solving skills.
Preferred Skills
Experience with AWS, Azure, or GCP environments.
Knowledge of ITIL Incident, Problem, and Change Management processes.
Experience in scripting, automation, and major incident leadership.
Relevant cloud, contact center, or ITSM certifications.
Core Skills: Amazon Connect, Genesys Cloud, NICE CXOne, Pindrop, Production Support, Incident Management, RCA, Telephony Troubleshooting, API & Integration Support, Vendor Management, Monitoring & Performance Analysis.