Remote CCaaS Support Engineer

United States Digital Space LLC; United States; Remote; USD 60,000 - 90,000; Full time

Job summary

United States Digital Space LLC is seeking a CCaaS Support Engineer to provide Level 1 and Level 2 support for CCaaS platforms such as GenesysCloud and Amazon Connect. You will manage IVR configurations, routing, and incident resolution to ensure optimal call flows and customer experience.

The role requires hands-on troubleshooting, strong communication, and the ability to work with cross-functional teams to improve contact center operations.

Qualifications

• Minimum of 2+ years in a technical support role with contact center tech.
• Experience with CCaaS platforms (GenesysCloud, Amazon Connect).
• Strong troubleshooting and problem-solving abilities.

Responsibilities

• Provide Level 1 and Level 2 support for CCaaS platforms.
• Monitor and resolve incidents related to IVR and routing.
• Document incidents and configurations for knowledge base.
• Collaborate with internal teams and vendors to resolve issues.
• Assist end-users with platform-related queries and training.

Skills

CCaaS platforms

Troubleshooting

Communication

Tools

GenesysCloud

Amazon Connect

IVR

Job description

United States Digital Space LLC is seeking a CCaaS Support Engineer to provide Level 1 and Level 2 support for CCaaS platforms such as GenesysCloud and Amazon Connect. You will manage IVR configurations, routing, and incident resolution to ensure optimal call flows and customer experience.

The role requires hands-on troubleshooting, strong communication, and the ability to work with cross-functional teams to improve contact center operations.