CCaaS Support Engineer

cnx; Philadelphia (Philadelphia County); Hybrid; USD 70,000 - 100,000; Full time

Job summary

Concentrix is seeking a CCaaS Support Engineer to provide Level 1-2 support for Genesys Cloud, Amazon Connect, and other CCaaS platforms from a remote Philadelphia-area role. You will manage IVR configurations, routing, and incident response while collaborating with cross-functional teams to ensure uptime and excellent customer experiences.

Ideal candidates bring 2+ years in technical support for contact center technologies, strong problem-solving skills, and familiarity with APIs and scripting

Qualifications

• 2+ years in technical support focusing on contact center technologies.
• Hands-on experience with CCaaS platforms, IVR, core routing, and call-flow configurations.
• Familiarity with scripting languages and APIs for integrations is a plus.
• Strong problem-solving and analytical skills.

Responsibilities

• Provide Level 1 and 2 support for CCaaS platforms (Genesys Cloud, Amazon Connect, etc.).
• Monitor, triage, and resolve incidents to meet SLAs.
• Configure and troubleshoot IVR and routing rules.
• Continuously monitor system performance and health to prevent downtime.
• Escalate complex issues and coordinate with internal teams and vendors.
• Document incidents, solutions, and configurations in the knowledge base.
• Identify opportunities for process and system improvements.
• Collaborate with network engineers, software developers, and operations teams.
• Train end-users and provide ongoing support for platform features.

Skills

CCaaS platforms

IVR systems

Routing configuration

Analytical skills

Customer focus

Communication

Tools

APIs

ITSM tools

Job description

Job Title:

CCaaS Support Engineer

Job Description

We’re Concentrix. The intelligent transformation partner. Solution-focused. Tech-powered. Intelligence-fueled.

The global technology and services leader that powers the world’s best brands, today and into the future. We’re solution-focused, tech-powered, intelligence-fueled. With unique data and insights, deep industry expertise, and advanced technology solutions, we’re the intelligent transformation partner that powers a world that works, helping companies become refreshingly simple to work, interact, and transact with. We shape new game-changing careers in over 70 countries, attracting the best talent.

The Concentrix Technical Products and Services team is the driving force behind Concentrix’s transformation, data, and technology services. We integrate world-class digital engineering, creativity, and a deep understanding of human behavior to find and unlock value through tech-powered and intelligence-fueled experiences. We combine human-centered design, powerful data, and strong tech to accelerate transformation at scale. You will be surrounded by the best in the world providing market leading technology and insights to modernize and simplify the customer experience. Within our professional services team, you will deliver strategic consulting, design, advisory services, market research, and contact center analytics that deliver insights to improve outcomes and value for our clients. Hence achieving our vision.

Our game-changers around the world have devoted their careers to ensuring every relationship is exceptional. And we’re proud to be recognized with awards such as "World's Best Workplaces," “Best Companies for Career Growth,” and “Best Company Culture,” year after year.

Join us and be part of this journey towards greater opportunities and brighter futures

We are seeking a skilled CCaaS Support Engineer with experience in Genesys Cloud, Amazon Connect, and/or any other Contact Center as a Service (CCaaS) platforms. The ideal candidate will have hands-on experience providing Level 1 and Level 2 support, including managing Interactive Voice Response (IVR) systems, call flows / routing and managing MAC requests. This role requires a proactive problem solver with a good understanding of contact center technologies and a passion for delivering exceptional technical support to customers.

Please Note: This position requires an Australian Citizen due to customer requirements. Additionally, the role may involve being on-call to support 24x7 customer operations.

Key Responsibilities:

• TechnicalSupport:Provide Level 1 and Level 2 support for Genesys Cloud, Amazon Connect, and other CCaaS platforms, ensuring rapid resolution of technical issues to minimize downtime.
• Incident Management:Monitor, triage, and resolve incidents related to CCaaS platforms, IVR systems, and core routing, following established protocols and ensuring compliance with SLAs.
• IVR and Routing Configuration:Implement, maintain, and troubleshoot IVR configurations and core routing rules to ensure optimal call flow and customer experience.
• System Monitoring:Continuously monitor system performance and health, proactively identifying potential issues and addressing them before they impact operations.
• IssueEscalation:Collaborate with internal teams and external vendors to accelerate and resolve complex technical issues, ensuring clear communication and status updates.
• Documentation:Maintain accurate and detailed documentation of incidents, solutions, and configurations to build a comprehensive knowledge base for future reference.
• Continuous Improvement:Identify areas for process and system improvement, providing recommendations to enhance efficiency, performance, and customer satisfaction.
• Collaboration:Work closely with cross-functional teams, including network engineers, software developers, and operations teams, to ensure seamless operation and integration of CCaaS platforms.
• User Training andSupport:Assist end-users with platform-related queries, provide training on system functionalities, and ensure users are equipped to leverage the full potential of the CCaaS platforms.

Qualifications:

• Experience:Minimum of 2+ years of experience in a technicalsupportrole with a focus on contact center technologies, including GenesysCloudand/or Amazon Connect.
• Technical Expertise:Strong hands-on experience with CCaaS platforms, IVR systems, core routing, and call flow configurations. Including other Customer Experience (CX) digital solutions, Voice and Chatbots and Conversational AI. Knowledge of scripting languages and APIs for integrations is a plus.
• Problem-Solving Skills:Excellent analytical and troubleshooting skills, with the ability to quickly identify and resolve complex technical issues.
• Communication:Strong verbal and written communication skills, with the ability to explain technical concepts to non-technical users and collaborate effectively with technical teams.
• Customer Focus:Dedicated to delivering exceptionalsupportand ensuring a seamless customer experience through proactiveissuemanagement and resolution.
• Certifications:Relevant certifications in GenesysCloud, Amazon Connect, or other CCaaS platforms are highly desirable.
• Team Player:Ability to work independently as well as part of a team, with a strong commitment to collaboration and continuous learning.

Preferred Qualifications:

• Experience with other CCaaS platforms and related technologies.
• Knowledge of contact center operations and best practices.
• Familiarity with ITIL processes and service management tools (e.g Atlassian)

Why Join Us?

At Concentrix, you will join a dynamic team committed to delivering world-class customer experiences through cutting-edge contact center technologies. As a CCaaS Support Engineer, you will have the opportunity to work with leading platforms, contribute to process improvements, and play a key role in ensuring our contact center operations run smoothly and efficiently.

Location:

PHL Work-at-Home

Time Type:

Full time