CCaaS Platform Engineer — Incident & Operations

Optum

Basking Ridge (NJ)

On-site

USD 73,000 - 130,000

Full time

14 days+

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Benefits offered by this job

Paid Time Off & Holidays

Medical Plan options

Dental & Vision Insurance

401(k) Savings Plan

Education Reimbursement

Employee Discounts

Employee Assistance Program

Employee Referral Bonus Program

Voluntary Benefits

Job summary

Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. This Software Engineer role (2380395) focuses on production support for CCaaS platforms like Amazon Connect and NICE CXOne, with on-call responsibilities and incident management.

You will collaborate with engineering, infrastructure, security, and vendor teams, develop runbooks and knowledge articles, and leverage AI tools to streamline operations while ensuring service levels

Qualifications

Bachelor’s degree with 4+ years of contact center technology support or software engineering experience.
2+ years of experience supporting enterprise contact center technologies, including Amazon Connect and NICE CXOne.
2+ years of experience in production support, incident management, and troubleshooting within large-scale enterprise environments.
2+ years of experience supporting and troubleshooting CCaaS integrations, including voice authentication and fraud prevention solutions such as Pindrop.
2+ years of experience with monitoring tools such as Splunk, CloudWatch, Dynatrace, Grafana, Zabbix, or equivalent platforms.
2+ years of experience analyzing applications, system, and telephony logs to diagnose production issues.
2+ years of experience working in a 24x7 operational support environment with on-call responsibilities.
4+ years of knowledge of contact center technologies, telephony concepts, contact center routing, agent desktop support platforms, APIs, and system integrations.

Responsibilities

Provide production support for CCaaS platforms Amazon Connect & NICE CXOne and integrations.
Investigate, troubleshoot, and resolve complex production incidents, service disruptions, and customer-reported issues.
Complete incident response activities, facilitate bridge calls, coordinate recovery efforts, and provide timely stakeholder communications during major outages.
Perform detailed root cause analysis and drive corrective actions to prevent recurring issues.
Manage incidents through their full lifecycle, ensuring accurate documentation, escalation, resolution, and post-incident review activities.
Participate in on-call support rotations and provide after-hours support for critical business-impacting incidents.
Monitor application health, service performance, and operational alerts across contact center technologies.
Analyze call flows, routing behavior, agent experiences, and customer interaction paths to identify service-impacting issues.
Support configuration validation, production deployments, and operational readiness activities.
Review planned changes for operational risk and assist in implementation and post-deployment validation.
Serve as the primary operational liaison for CCaaS vendors including Amazon Connect, NICE, other third-party providers.
Coordinate vendor escalations and drive timely resolution of platform-related issues.
Troubleshoot integrations involving authentication, routing, APIs, voice services, and external contact center technologies.
Ensure vendor issues are properly tracked, documented, and resolved within agreed service levels.
Develop and maintain support runbooks, troubleshooting guides, knowledge articles, and operational documentation.
Identify recurring issues and recommend process, configuration, or system improvements to enhance platform stability.
Support problem management efforts by identifying trends, recurring defects, and opportunities for service improvement.
Collaborate with engineering, infrastructure, network, security, and application teams to resolve cross-functional production issues.
Use enterprise-approved AI tools to streamline workflows, automate tasks, and drive continuous improvement.
Evaluate emerging trends to inform solution design and strategic innovation.