Senior Contact Center Production Support Engineer

.ppl Solutions, Inc.; Pasig; On-site; PHP 360,000 - 540,000; Full time

Job summary

Solutions, Inc. is seeking a Contact Center Support Engineer to provide advanced technical support for contact center platforms and related technologies.

You will diagnose and resolve complex issues in live production environments and collaborate with internal teams to ensure timely incident resolutions. You will serve as an escalation point, perform in-depth troubleshooting, and contribute to knowledge sharing, best practices, and root cause analysis to improve service quality across regions

Qualifications

• Experience troubleshooting live contact center environments where downtime can impact SLAs.
• Ability to analyze call flows, routing logic, and IVR designs for configuration issues.
• Familiar with contact center KPIs (service level, ASA, AHT, abandon rate) during incidents.
• Strong problem-solving skills and ability to prioritize issues by impact.
• Excellent communication to explain findings to customers and non-technical stakeholders.

Responsibilities

• Provide advanced technical support for live contact center environments with minimal customer impact.
• Troubleshoot complex issues affecting call flows, routing, and IVR behavior.
• Diagnose voice quality and call delivery issues such as dropped calls, latency, and jitter.
• Support integrations between CC platforms and external systems (CRM, APIs).
• Escalate and coordinate during high-severity incidents impacting KPIs.

Skills

CC operations

Live troubleshooting

Routing logic

IVR design

KPIs & metrics

Problem solving

Under pressure comms

Technical findings explain

Customer service

Time management

Independent teamwork

Global time zones

Tools

InContact

Five9

Studio

CRM integrations

Job description

Solutions, Inc. is seeking a Contact Center Support Engineer to provide advanced technical support for contact center platforms and related technologies.

You will diagnose and resolve complex issues in live production environments and collaborate with internal teams to ensure timely incident resolutions. You will serve as an escalation point, perform in-depth troubleshooting, and contribute to knowledge sharing, best practices, and root cause analysis to improve service quality across regions