Senior CCaaS Production Support Engineer

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.