Senior CCaaS Production & Incident Engineer

Tata Consultancy Services; Eden Prairie (MN); On-site; USD 110,000 - 120,000; Full time

Benefits offered by this job

Discretionary incentive

Medical coverage

Parental leaves

Identity protection

Training reimbursement

Vacation & holidays

401K plan

Student loan refinancing

Job summary

Tata Consultancy Services in Minnesota Eden Prairie is seeking a Senior CCaaS Production Support Engineer to ensure stability and operational health of enterprise contact center platforms such as Genesys Cloud, Amazon Connect, NICE CXOne, and Pindrop integrations. You will serve as an escalation point for production incidents and coordinate vendor engagement.

Responsibilities include incident management, root-cause analysis, on-call support, and collaboration with engineering and operations

Qualifications

• Bachelor's degree or equivalent practical experience.
• 4+ years supporting enterprise CCaaS platforms (Amazon Connect, Genesys Cloud, NICE CXOne) or similar.
• 4+ years in production support, incident management, and troubleshooting.
• Experience with CCaaS integrations including voice authentication & fraud prevention (Pindrop).
• Proficient in monitoring/log analysis with Splunk, CloudWatch, Dynatrace, Datadog, Grafana or similar.

Responsibilities

• Provide advanced production support for CCaaS platforms and integrations.
• Investigate, troubleshoot, and resolve complex incidents and outages.
• Lead incident response, bridge calls, and communicate with stakeholders.
• Perform root cause analysis and drive corrective actions.
• Manage incidents end-to-end including post-incident reviews.
• Participate in on-call rotations and after-hours support.

Skills

CCaaS experience

Incident management

Troubleshooting

On-call support

Vendor liaison

Education

Bachelor's degree or equivalent practical experience

Tools

Splunk

CloudWatch

Dynatrace

Datadog

Grafana

Zabbix

Job description

Tata Consultancy Services in Minnesota Eden Prairie is seeking a Senior CCaaS Production Support Engineer to ensure stability and operational health of enterprise contact center platforms such as Genesys Cloud, Amazon Connect, NICE CXOne, and Pindrop integrations. You will serve as an escalation point for production incidents and coordinate vendor engagement.

Responsibilities include incident management, root-cause analysis, on-call support, and collaboration with engineering and operations