CCaaS Support Lead — L3 Escalations

Pronix Inc; Hyderabad; On-site; INR 1,800,000 - 2,800,000; Full time

Job summary

Pronix Inc. seeks an experienced Lead L3 escalation specialist to own major incidents on enterprise CCaaS platforms, including Amazon Connect, Genesys Cloud, NICE CXone, Five9, and Dynamics 365 Contact Center.

You will drive root-cause analysis, coordinate with vendors and client teams, and guide a follow-the-sun support group. You will mentor L1/L2 engineers, develop runbooks, and advance monitoring and alerting.

Qualifications

• 6+ years of experience supporting enterprise CCaaS platforms in production.
• 2+ years in an L3 or escalation-led capacity under SLA.
• Hands-on troubleshooting across CCaaS platforms (two or more of: Amazon Connect, Genesys Cloud, NICE CXone, Five9, Dynamics 365 Contact Center).
• ITIL-like incident-management discipline; scripting ability (Python or Node.js) and observability tooling experience.

Responsibilities

• Own L3 incident, problem and change management for enterprise CCaaS platforms under 24×7 SLA commitments.
• Lead deep technical troubleshooting across telephony, routing, IVR, integrations and AI layers; drive root-cause analysis and permanent fixes.
• Manage escalations with platform vendors and carriers; coordinate with client operations during severity-one events.
• Lead and mentor L1/L2 support team — create runbooks, knowledge articles, shift handovers and drive monitoring improvements.

Skills

Incident management

Leadership

Scripting (Python/Node.js)

Observability tooling

CCaaS platforms

Time-zone coordination

Job description

Lead L3 escalation support for enterprise contact-center platforms under 24×7 SLAs — owning the hardest incidents, root-cause analysis and platform-vendor escalation for Amazon Connect, Genesys Cloud and NICE CXone estates.

Responsibilities

• Own L3 incident, problem and change management for enterprise CCaaS platforms — Amazon Connect, Genesys Cloud, NICE CXone, Five9 and Dynamics 365 Contact Center — under 24×7 SLA commitments.
• Lead deep technical troubleshooting across telephony, routing, IVR, integrations and the AI layer (Lex, Contact Lens, agent assist), driving root-cause analysis and permanent fixes.
• Manage escalations with platform vendors and carriers, and coordinate with client operations teams during severity-one events.
• Lead and mentor the L1/L2 support team — runbooks, knowledge articles, shift handovers and continuous improvement of monitoring and alerting.

Requirements

• 6+ years supporting enterprise contact-center platforms in production, with 2+ years in an L3 or escalation-lead capacity under SLA.
• Deep hands-on troubleshooting experience with at least two of: Amazon Connect, Genesys Cloud, NICE CXone, Five9, Dynamics 365 Contact Center — or similar CCaaS platforms.
• Strong incident-management discipline (ITIL or equivalent), scripting ability (Python or Node.js) and observability tooling experience.
• Proven leadership of follow-the-sun support teams serving US clients; comfort working across US and India time zones.

Expected outcomes

• Meet or exceed SLA targets for response and resolution across the supported estate.
• Reduce repeat incidents through root-cause elimination and problem management.
• Build an L1/L2 team that resolves more tickets without L3 escalation quarter over quarter.