Remote CCaaS Support Engineer – Genesys/Amazon Connect

Concentrix CVG Philippines, Inc.; Philippines; À distance; PHP 600 000 - 900 000; Plein temps

Résumé du poste

Concentrix CVG Philippines, Inc. is hiring a CCaaS Support Engineer to provide Level 1/2 support for Genesys Cloud, Amazon Connect, and other CCaaS platforms from a PH-based work-at-home setup.

The role requires hands-on experience with IVR configurations, routing, and incident management, with a proactive problem-solving mindset and strong communication skills for cross-functional collaboration.

Qualifications

• 2+ years experience in a technical support role focusing on contact center technologies (Genesys Cloud and/or Amazon Connect).
• Hands-on experience with CCaaS platforms, IVR systems, core routing, and call flow configurations.

Responsabilités

• Provide Level 1 and Level 2 support for Genesys Cloud, Amazon Connect, and other CCaaS platforms, ensuring rapid resolution of issues.
• Monitor, triage, and resolve incidents related to CCaaS platforms, IVR systems, and core routing, adhering to SLAs.
• Configure, maintain, and troubleshoot IVR and routing to ensure optimal call flow and customer experience.
• Continuously monitor system performance and health, addressing issues before they impact operations.
• Escalate complex issues to internal teams or vendors with clear status updates.

Connaissances

Genesys Cloud

Amazon Connect

CCaaS platforms

IVR configurations

Call routing

APIs

Outils

Atlassian Suite

Description du poste

Concentrix CVG Philippines, Inc. is hiring a CCaaS Support Engineer to provide Level 1/2 support for Genesys Cloud, Amazon Connect, and other CCaaS platforms from a PH-based work-at-home setup.

The role requires hands-on experience with IVR configurations, routing, and incident management, with a proactive problem-solving mindset and strong communication skills for cross-functional collaboration.