Telecom Support Engineer – 24/7 Incident Lead

Sii Poland; Kraków; On-site; PLN 180,000 - 240,000; Full time

Benefits offered by this job

Great Place to Work

Profit sharing

Internal trainings

Team events

Learn from experts

Accessible management

MySii app

Stable finances

Job summary

Sii Poland in Kraków is seeking an experienced Telecommunications Support Engineer to join the CTO Connectivity Department. You will provide end-user IT services support 24/7, troubleshoot issues, coordinate with stakeholders, and contribute to service improvements.

The ideal candidate has 5+ years in supporting contact center infrastructure, strong knowledge of Genesys Cloud SIP/Engage, Oracle SBC and Oracle Enterprise Manager, and advanced English.

Qualifications

• Minimum 5 years of experience in supporting contact center infrastructure.
• Advanced understanding of Genesys Cloud SIP, Genesys Engage, Oracle SBC, and Oracle Enterprise Manager.
• Strong troubleshooting experience with Genesys Cloud and other cloud-based contact center platforms.
• Familiarity with ITIL Incident, Change, and Problem management activities and best practices.
• Available to work from the Kraków office.
• Advanced level of English.

Responsibilities

• Troubleshooting and diagnosing technical issues to restore IT services.
• Resolving incidents within SLAs.
• Collaborating with Incident Management to escalate problems and lead operational recovery.
• Verifying resolutions with end-users and ensuring incidents are resolved.
• Monitoring capacity, performance, and availability using monitoring tools.
• Interacting with third-party vendors to facilitate resolutions.
• Creating knowledge articles and training junior colleagues and end users.
• Driving continual service improvements across support processes.

Skills

Genesys Cloud SIP

Genesys Engage

Oracle SBC

Oracle Enterprise Manager

ITIL processes

Troubleshooting

English proficiency

Tools

Monitoring tools

Job description

Sii Poland in Kraków is seeking an experienced Telecommunications Support Engineer to join the CTO Connectivity Department. You will provide end-user IT services support 24/7, troubleshoot issues, coordinate with stakeholders, and contribute to service improvements.

The ideal candidate has 5+ years in supporting contact center infrastructure, strong knowledge of Genesys Cloud SIP/Engage, Oracle SBC and Oracle Enterprise Manager, and advanced English.