Remote CCaaS Support Engineer (Genesys/Amazon Connect)

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

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