Production Support Specialist

Fixity Technologies; Plano (TX); On-site; USD 60,000 - 90,000; Full time

Job summary

Fixity Technologies in Plano, TX seeks a production support specialist for Genesys CTI and IVR platforms. You will troubleshoot in real time, perform root cause analysis, and help ensure smooth contact center operations.

Responsibilities include participating in incident triage calls with operations, engineering, and vendor teams, monitoring system performance, documenting incidents and resolutions, and supporting feature rollouts and platform upgrades.

Qualifications

• 2–3 years of experience supporting Contact Center technologies, including IVR and CTI platforms.
• Strong working knowledge of Genesys Call Routing and IVR components.
• Experience with real-time troubleshooting in high-pressure environments.
• Excellent verbal and written communication skills, with the ability to interact effectively across all levels of the organization.
• Proven problem-solving and diagnostic skills.
• Solid understanding of networking fundamentals, Windows OS, and telephony protocols.
• Proficiency in Microsoft Office, especially Excel and Visio for documentation and analysis.

Responsibilities

• Provide production support for Genesys CTI and IVR platforms, including real-time troubleshooting and root cause analysis.
• Participate in incident triage calls, working with operations, engineering, and vendor teams to resolve complex routing and IVR issues.
• Monitor system performance and proactively identify potential issues.
• Document incidents, resolutions, and improvement opportunities.
• Collaborate with development and infrastructure teams to support new feature rollouts and platform upgrades.
• Participate in an on-call rotation, including nights, weekends, and holidays.

Skills

2–3 years experience

Contact Center technologies

IVR platforms

CTI platforms

Real-time troubleshooting

Verbal and written communication

Problem-solving

Networking fundamentals

Windows OS

Tools

Excel

Visio

Microsoft Office

Job description

• Provide production support for Genesys CTI and IVR platforms, including real-time troubleshooting and root cause analysis.
• Participate in incident triage calls, working with operations, engineering, and vendor teams to resolve complex routing and IVR issues.
• Monitor system performance and proactively identify potential issues.
• Document incidents, resolutions, and improvement opportunities.
• Collaborate with development and infrastructure teams to support new feature rollouts and platform upgrades.
• Participate in an on-call rotation, including nights, weekends, and holidays.

Required Skills & Experience:

• 2–3 years of experience supporting Contact Center technologies, including IVR and CTI platforms.
• Strong working knowledge of Genesys Call Routing and IVR components.
• Experience with real-time troubleshooting in high-pressure environments.
• Excellent verbal and written communication skills, with the ability to interact effectively across all levels of the organization.
• Proven problem-solving and diagnostic skills.
• Solid understanding of networking fundamentals, Windows OS, and telephony protocols.
• Proficiency in Microsoft Office, especially Excel and Visio for documentation and analysis.

Preferred Skills:

• Experience with Avaya Call Manager.
• Familiarity with GVP (Genesys Voice Platform).
• Working knowledge of SQL Server for data analysis and troubleshooting.
• Exposure to SIP, Linux, and Splunk for log analysis and system monitoring.