Job Description:
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.
- 7+ 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 Google Cloud Platform 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.
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