Customer Experience (CX) Platform Support Engineer

  • Houston, TX
  • Posted 1 day ago | Updated 1 day ago

Overview

Remote
On Site
Hybrid
$60 - $90
Accepts corp to corp applications
Contract - W2
Contract - Independent
Contract - 12 Month(s)
Able to Provide Sponsorship

Skills

Amazon Web Services
Collaboration
Communication
Customer Experience
Genesys
Global Operations
FOCUS
IT Service Management
Incident Management
Offshoring
Performance Management
Preventive Maintenance
Project Management
Root Cause Analysis

Job Details

A leading IT services & digital transformation firm is seeking skilled Contact Center Support Engineers to provide long-term support for enterprise contact center technologies. This role involves a hybrid working model (minimum 10 days per month from office) with one resource onsite in Houston, TX and additional team members offshore in India (Bangalore/Mumbai).

The ideal candidate will bring deep expertise in Genesys Contact Center (Engage/CX) and Amazon Connect, with strong troubleshooting, incident resolution, and communication skills to support global operations.

Key Responsibilities

  • Provide application and platform support for Genesys Engage, Genesys CX, and Amazon Connect.

  • Troubleshoot and resolve P1/P2 incidents with a focus on root-cause analysis.

  • Support 16x5 coverage (Monday Friday, 6 AM 9 PM CST).

  • Participate in on-call rotation for off-hour P1/P2 issues.

  • Provide weekend support as needed for scheduled deployments.

  • Collaborate with global teams to ensure seamless contact center operations.

Required Skills & Experience

  • Hands-on expertise in Genesys Contact Center solutions (Engage & CX).

  • Strong knowledge of Amazon Connect.

  • Experience with other leading Contact Center platforms is a plus.

  • Proven background in application/platform support.

  • Strong troubleshooting and incident management skills.

  • Excellent communication and cross-team collaboration abilities.

Engagement Details

  • Onsite Requirement: At least 1 engineer must be based in Houston, TX.

  • Working Model: Hybrid mandatory 10 days/month onsite (as per client policy).

  • Coverage:

    • 16x5 Support: Monday to Friday, 6 AM 9 PM CST.

    • On-call: P1/P2 incident support during off-hours.

    • Weekend: Support for deployments as required.

    Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.

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