Senior CCaaS Production Engineer (Genesys/Amazon Connect)

Delan Associates, Inc; Minnetonka Mills (MN); On-site; USD 90,000 - 130,000; Full time

Job summary

Delan Associates, Inc. in Minnetonka Mills, MN is seeking a Senior CCaaS Production Support Engineer to manage production support for Genesys Cloud, Amazon Connect and NICE CXone. You will handle incident management, RCA, on-call rotation, and coordination with infrastructure, security, and application teams.

Ideal candidates will have strong ITSM experience with ServiceNow/Jira, and hands-on skills in CCaaS integration, monitoring, and deployments to ensure reliable contact center services.

Qualifications

• Experience with CCaaS platforms (Genesys Cloud, Amazon Connect, NICE CXone).
• Proven production support for enterprise contact center platforms.
• Strong incident management and major incident response skills.
• Ability to perform RCA and problem management.
• Troubleshooting of call flows, routing, IVR, and voice services.

Responsibilities

• Provide L2/L3 production support for CCaaS platforms.
• Lead incident response and outage management.
• Coordinate with Infrastructure, Network, Security, and Application teams.

Skills

Genesys Cloud

Amazon Connect

NICE CXone

Incident Management

Root Cause Analysis

Call flows troubleshooting

Vendor Management

Contact Center Integrations

Platform Monitoring

Production Deployments

ITSM Tools

On-call support

Tools

ServiceNow

Jira

Remedy

Job description

Delan Associates, Inc. in Minnetonka Mills, MN is seeking a Senior CCaaS Production Support Engineer to manage production support for Genesys Cloud, Amazon Connect and NICE CXone. You will handle incident management, RCA, on-call rotation, and coordination with infrastructure, security, and application teams.

Ideal candidates will have strong ITSM experience with ServiceNow/Jira, and hands-on skills in CCaaS integration, monitoring, and deployments to ensure reliable contact center services.