Contact Centre L1 Engineer

InOpTra Digital; Bengaluru; On-site; INR 600,000 - 1,000,000; Full time

Job summary

InOpTra Digital in Bengaluru is looking for a highly skilled Cross-Platform Contact Center Support Engineer (L1). The role involves operational support across multiple CCaaS platforms, including Five9, Genesys, and Amazon Connect.

The candidate will be responsible for incident management, user administration, and troubleshooting in enterprise contact center environments. Strong technical knowledge of voice infrastructure and cloud-based technologies is essential.

Qualifications

• Experience with multiple CCaaS platforms like Five9, Genesys, Webex.
• Strong understanding of incident management and troubleshooting.
• Ability to perform user administration including onboarding and permissions.

Responsibilities

• Monitor contact center platforms and dashboards.
• Perform first-level diagnosis of incidents.
• Handle user-reported issues and escalate complex incidents.

Skills

Hands-on experience with CCaaS platforms

Technical knowledge of voice infrastructure

Omnichannel routing expertise

IVR platforms knowledge

Cloud-based contact center technologies

Tools

ServiceNow

Five9

Genesys

Amazon Connect

Webex

Job description

Role Overview

We are seeking a highly skilled Cross-Platform Contact Center Support Engineer (L1) with hands‑on experience across multiple Contact Center as a Service (CCaaS) platforms including: Five9, Genesys, Webex, Amazon Web Services (Amazon Connect).

The candidate will be responsible for operational support, incident management, configuration management, user administration, troubleshooting, and service improvements across enterprise contact center environments. The role requires strong technical knowledge of voice infrastructure, omnichannel routing, IVR platforms, integrations, and cloud‑based contact center technologies.

Key Responsibilities

L1 Support Responsibilities

Monitoring & Incident Management

• Monitor contact center platforms and service dashboards.
• Perform first‑level diagnosis of incidents and service disruptions.
• Handle user‑reported issues through ServiceNow or ticketing platforms.
• Escalate complex issues to L2/L3 teams as required.
• Track incidents through closure and maintain SLA compliance.

User Administration

• Agent onboarding and offboarding.
• Queue assignment and skill management.
• Password resets and access management.
• Role‑based permission administration.

Operational Support

• Monitor call flows and routing performance.
• Validate IVR availability and agent login status.
• Perform daily health checks.
• Support business users during outages and critical incidents.