CCaaS Production Support Engineer

Position: CCaaS Production Support Engineer

Location: Remote

Job Description:

• 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.
• 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.

Looking forward for your reply.