Live Production Contact Center Engineer

.ppl Solutions, Inc.; Manila; In loco; PHP 600.000 - 900.000; Tempo pieno

Descrizione del lavoro

.ppl Solutions, Inc. is seeking a Contact Center Support Engineer to provide advanced technical support for contact center platforms, troubleshoot complex issues, and ensure production reliability.

You will collaborate with internal teams to resolve incidents and improve operations across multi-region environments. The role emphasizes incident management, root cause analysis, and clear communication with customers during high-severity issues, with a focus on maintaining service levels and

Competenze

• Bachelor’s degree in a technical discipline or equivalent hands-on experience.
• 2+ years in technical support or support engineering in contact center.
• Experience with live production environments and incident management.

Mansioni

• Provide advanced technical support for live contact center environments.
• Troubleshoot complex issues affecting inbound/outbound call flows and IVR behavior.
• Diagnose voice-quality and call-delivery issues (latency, jitter, dropped calls).
• Support integrations between contact center platforms and external systems (CRM, WFM, APIs).
• Act as escalation point for critical incidents impacting KPIs like service level and abandon rate.
• Perform root cause analysis and recommend preventive actions.
• Document findings and contribute to knowledge base.

Conoscenze

Contact Center Ops

Troubleshooting

KPI Analysis

Customer Service

Communication

Formazione

Bachelor’s degree

Certifications in VoIP/Contact Center

Strumenti

InContact

Five9

Studio

Salesforce

Descrizione del lavoro

.ppl Solutions, Inc. is seeking a Contact Center Support Engineer to provide advanced technical support for contact center platforms, troubleshoot complex issues, and ensure production reliability.

You will collaborate with internal teams to resolve incidents and improve operations across multi-region environments. The role emphasizes incident management, root cause analysis, and clear communication with customers during high-severity issues, with a focus on maintaining service levels and