CCaaS Production Support Engineer

Tata Consultancy Services; Eden Prairie (MN); On-site; USD 110,000 - 120,000; Full time

Benefits offered by this job

Discretionary incentive

Medical coverage

Parental leaves

Identity protection

Training reimbursement

Vacation & holidays

401K plan

Student loan refinancing

Job summary

Tata Consultancy Services in Minnesota Eden Prairie is seeking a Senior CCaaS Production Support Engineer to ensure stability and operational health of enterprise contact center platforms such as Genesys Cloud, Amazon Connect, NICE CXOne, and Pindrop integrations. You will serve as an escalation point for production incidents and coordinate vendor engagement.

Responsibilities include incident management, root-cause analysis, on-call support, and collaboration with engineering and operations

Qualifications

• Bachelor's degree or equivalent practical experience.
• 4+ years supporting enterprise CCaaS platforms (Amazon Connect, Genesys Cloud, NICE CXOne) or similar.
• 4+ years in production support, incident management, and troubleshooting.
• Experience with CCaaS integrations including voice authentication & fraud prevention (Pindrop).
• Proficient in monitoring/log analysis with Splunk, CloudWatch, Dynatrace, Datadog, Grafana or similar.

Responsibilities

• Provide advanced production support for CCaaS platforms and integrations.
• Investigate, troubleshoot, and resolve complex incidents and outages.
• Lead incident response, bridge calls, and communicate with stakeholders.
• Perform root cause analysis and drive corrective actions.
• Manage incidents end-to-end including post-incident reviews.
• Participate in on-call rotations and after-hours support.

Skills

CCaaS experience

Incident management

Troubleshooting

On-call support

Vendor liaison

Education

Bachelor's degree or equivalent practical experience

Tools

Splunk

CloudWatch

Dynatrace

Datadog

Grafana

Zabbix

Job description

Job Description

The Senior CCaaS Production Support Engineer is responsible for ensuring the stability, availability, and operational health of enterprise Contact Center platforms, including Genesys Cloud, Amazon Connect, NICE CXOne, and integrated solutions such as Pindrop. This role serves as a critical escalation point for production incidents, troubleshooting, vendor engagement, and operational support activities, helping to maintain reliable customer and agent experiences across the contact center ecosystem.

Primary Responsibilities

Production Support & Incident Management

• Provide advanced production support for CCaaS platforms, associated integrations, and customer contact center services.
• Investigate, troubleshoot, and resolve complex production incidents, service disruptions, and customer-reported issues.
• Lead 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.

Platform Operations

• Monitor platform 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.

Vendor & Integration Support

• Serve as the primary operational liaison for CCaaS vendors including Genesys, Amazon Connect, NICE, Pindrop, and 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.

Operational Excellence

• 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 te ams to resolve cross-functional production issues.

Required Qualifications

• Bachelor's degree or equivalent practical experience.
• 4+ years of experience supporting enterprise contact center technologies, including Amazon Connect, Genesys Cloud, NICE CXOne, or similar CCaaS platforms.
• 4+ years of experience in production support, incident management, and troubleshooting within large-scale enterprise environments.
• Experience supporting and troubleshooting CCaaS integrations, including voice authentication and fraud prevention solutions such as Pindrop.
• Experience with monitoring tools such as Splunk, CloudWatch, Dynatrace, Datadog, Grafana, Zabbix, or equivalent platforms.
• Experience analyzing application, system, and telephony logs to diagnose production issues.
• Knowledge of contact center technologies, telephony concepts, IVR/IVA platforms, APIs, and system integrations.
• Experience working in a 24x7 operational support environment with on-call responsibilities.
• Strong problem-solving, communication, and stakeholder management skills.

Salary Range: $110,000 -$120,000 year

TCS Employee Benefits Summary

• Discretionary Annual Incentive.
• Comprehensive Medical Coverage: Medical & Health, Dental & Vision, Disability Planning & Insurance, Pet Insurance Plans.
• Family Support: Maternal & Parental Leaves.
• Insurance Options: Auto & Home Insurance, Identity Theft Protection.
• Convenience & Professional Growth: Commuter Benefits & Certification & Training Reimbursement.
• Time Off: Vacation, Time Off, Sick Leave & Holidays.
• Legal & Financial Assistance: Legal Assistance, 401K Plan, Performance Bonus, College Fund, Student Loan Refinancing.

Qualifications:

BACHELOR OF COMPUTER SCIENCE