Senior CCaaS Production Support Engineer

Delan Associates•Minnetonka Mills, MN

1d•Onsite

About The Position

We are seeking a Senior CCaaS Production Support Engineer to join our team in Minnetonka Mills, MN. This onsite role focuses on providing L2/L3 support for enterprise contact center platforms, specifically Genesys Cloud, Amazon Connect, and NICE CXone. The ideal candidate will be responsible for incident management, root cause analysis, troubleshooting complex issues, and collaborating with various teams to ensure the smooth operation of our contact center services.

Requirements

Expertise in CCaaS Platforms: Genesys Cloud, Amazon Connect, NICE CXone.
Experience with Production Support & L2/L3 Support for enterprise contact center platforms.
Proficiency in Incident Management & Major Incident Response.
Skilled in Root Cause Analysis (RCA) and Problem Management.
Experience troubleshooting call flows, routing, IVR, voice, and contact center services.
Experience with Vendor Management & Escalation (Genesys, Amazon Connect, NICE, Pindrop).
Knowledge of Contact Center Integrations (APIs, authentication, routing, voice services).
Experience with Platform Monitoring & Operational Support.
Familiarity with Production Deployments & Change Management.
Experience creating Knowledge Base articles, Runbooks & Operational Documentation.
Proven ability in Cross-functional Collaboration with Infrastructure, Network, Security, and Application teams.
Experience with On-call Production Support and outage management.
Proficiency in ITSM Tools (ServiceNow, Jira, Remedy or similar).
Strong Communication & Stakeholder Management skills.

Nice To Haves

Pindrop integration/support experience.
Knowledge of SIP, VoIP, WebRTC, Telephony concepts.
Experience with REST APIs and JSON.
Experience with Cloud platforms (AWS preferred for Amazon Connect).
Familiarity with Performance monitoring and operational analytics.
ITIL Foundation / Incident & Problem Management knowledge.

Responsibilities

Provide L2/L3 Production Support for enterprise contact center platforms (Genesys Cloud, Amazon Connect, NICE CXone).
Manage incidents and respond to major incidents, performing root cause analysis and problem management.
Troubleshoot call flows, routing, IVR, voice, and other contact center services.
Manage vendor relationships and escalations with providers like Genesys, Amazon Connect, NICE, and Pindrop.
Support and troubleshoot contact center integrations, including APIs, authentication, routing, and voice services.
Perform platform monitoring and provide operational support.
Manage production deployments and change management processes.
Develop and maintain knowledge base articles, runbooks, and operational documentation.
Collaborate cross-functionally with Infrastructure, Network, Security, and Application teams.
Participate in on-call production support and outage management.
Utilize ITSM tools such as ServiceNow, Jira, or Remedy for incident and change management.
Manage communication and stakeholders effectively.