Remote CCaaS Production & Incident Response Engineer

Siri InfoSolutions Inc

United States

Remote

USD 110,000 - 170,000

Full time

14 days+

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Job summary

Siri InfoSolutions Inc. is seeking a Senior CCaaS Production Support Engineer to ensure stability and operational health of enterprise contact center platforms, including Genesys Cloud, Amazon Connect, NICE CXOne, and Pindrop integrations.

This remote, full-time role acts as a critical escalation point for incidents and drives rapid recovery. You will monitor platform health, analyze call routes and agent experiences, coordinate on-call rotations, and collaborate with vendor and internal teams

Qualifications

Bachelor's degree or equivalent practical experience.
4+ years supporting enterprise CCaaS platforms (e.g., Amazon Connect, Genesys Cloud, NICE CXOne).
4+ years in production support and incident management in large-scale environments.
Experience with CCaaS integrations, including Pindrop for voice authentication.
Experience with monitoring tools like Splunk, CloudWatch, Dynatrace, Datadog, Grafana, or Zabbix.
Ability to analyze application, system, and telephony logs to diagnose issues.
Knowledge of contact center technologies, APIs, and integrations.
Experience in 24x7 on-call operations.

Responsibilities

Provide advanced production support for CCaaS platforms and integrations.
Investigate and resolve complex production incidents and service disruptions.
Lead incident response, bridge calls, and coordinate recovery activities.
Perform root cause analysis and drive corrective actions.
Manage incidents through full lifecycle and document outcomes.
Participate in on-call rotations and after-hours support.
Monitor platform health and service performance across CCaaS technologies.
Analyze call flows, routing, and agent experiences to identify issues.
Support production deployments and post-deployment validation.
Review changes for risk and assist in implementation.
Collaborate with engineering, infrastructure, security, and other teams to resolve issues.