Remote CCaaS Support Engineer (Genesys Cloud/Amazon Connect)

CNX

United States

Remote

USD 70,000 - 95,000

Full time

9 days ago

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Job summary

Concentrix is seeking a CCaaS Support Engineer to join our Technical Products and Services team. You will provide Level 1 and Level 2 support for GenesysCloud, Amazon Connect, and other CCaaS platforms, handling IVR configurations, call routing, and incident resolution.

The role requires 2+ years in technical support for contact center technologies, strong troubleshooting skills, and the ability to collaborate with network engineers, software developers, and operations teams.

Qualifications

Minimum of 2+ years in a technical support role with a focus on contact center technologies, including GenesysCloud and/or Amazon Connect.
Strong hands-on experience with CCaaS platforms, IVR systems, core routing, and call flow configurations. Knowledge of scripting languages and APIs for integrations is a plus.
Certifications in GenesysCloud, Amazon Connect, or other CCaaS platforms are highly desirable.

Responsibilities

Provide Level 1 and Level 2 support for GenesysCloud, Amazon Connect, and other CCaaS platforms, ensuring rapid resolution of technical issues to minimize downtime.
Monitor, triage, and resolve incidents related to CCaaS platforms, IVR systems, and core routing, following established protocols and ensuring SLAs.
Implement, maintain, and troubleshoot IVR configurations and core routing rules to ensure optimal call flow and customer experience.
Continuously monitor system performance and health, proactively identifying potential issues and addressing them before they impact operations.
Escalate issues by collaborating with internal teams and external vendors to resolve complex problems with clear communication.
Maintain accurate documentation of incidents, solutions, and configurations to build a knowledge base for future reference.
Identify areas for process and system improvement, providing recommendations to enhance efficiency and customer satisfaction.
Collaborate with cross-functional teams including network engineers, software developers, and operations to ensure seamless CCaaS operation.
Assist end-users with platform-related queries, provide training on system functionalities, and ensure users can maximize CCaaS platform potential.