Production Support Engineer – Contact Center

Miratech•Yakima, WA

4d•Remote

About The Position

This role focuses on incident response and operational support within IT and contact center environments. The candidate should have strong experience in incident management, crisis handling, vendor coordination, and network or command center operations. The candidate should have hands-on experience with tools such as ServiceNow, Splunk, Dynatrace, and Genesys Engage or cloud call center platforms is required. The ability to work in a fast-paced environment, manage multiple communication channels, and collaborate effectively across teams is essential. Familiarity with AI tools like Microsoft Copilot and strong communication skills are key to success in this role.

Requirements

4+ years of experience in incident response, crisis management, and vendor coordination.
4+ years of experience in IT operations, network monitoring, or command center environments.
Familiarity with tools such as ServiceNow, Splunk, and Dynatrace.
2+ years of experience with Genesys Engage or cloud-based call center applications.
Ability to work in a fast-paced environment and manage multiple communication channels simultaneously.
Familiarity with AI tools such as Microsoft Copilot.
Excellent communication and teamwork skills.
Must be comfortable working on night shifts to support global clients.

Nice To Haves

Knowledge of Amazon Connect and NICE CXone, familiarity with Azure or Google AI tools, and basic understanding of Python and Pindrop applications.

Responsibilities

Monitor system alerts, infrastructure, applications, and contact center platforms to ensure operational stability.
Triage and manage incidents using structured severity frameworks while coordinating resolution across IT, automation, software, business teams, and external vendors.
Track queue performance, call volumes, and overall system health using dashboards and analytics tools.
Escalate outages or anomalies appropriately and participate in standups, war rooms, and post-incident reviews.
Maintain accurate issue logs and prepare regular performance and incident reports while supporting audit and compliance documentation.
Act as a liaison between technical and business stakeholders to ensure clear communication and timely updates during incidents.
Leverage AI/Copilot tools to enhance productivity, streamline communication, automate documentation, and support continuous operational improvements.