Senior CCaaS Production Support Engineer

Delan Associates, Inc; Minnetonka Mills (MN); On-site; USD 110,000 - 140,000; Full time

Job summary

Delan Associates, Inc. is seeking a Senior CCaaS Production Support Engineer to ensure reliable operation of Genesys Cloud, Amazon Connect, and NICE CXone across Minnetonka Mills, MN. This onsite role requires handling L2/L3 support, incident response, RCA, and cross-functional collaboration with infrastructure and security teams.

You will own platform monitoring, change management, and runbooks, while coordinating with vendors and stakeholders to minimize outages and improve service levels.

Qualifications

• Experience with CCaaS platforms: Genesys Cloud, Amazon Connect, NICE CXone.
• Production support for enterprise contact centers (L2/L3).
• Incident management and major incident response.
• Root cause analysis and problem management.
• Troubleshooting of call flows, routing, IVR, voice, and contact center services.
• Vendor management and escalation with Genesys, Amazon Connect, NICE, Pindrop.
• Contact center integrations (APIs, authentication, routing, voice services).
• Platform monitoring and operational support.
• Production deployments and change management.
• Knowledge base, runbooks and operational documentation.
• Cross-functional collaboration with Infrastructure, Network, Security, and Apps teams.
• On-call production support and outage management.
• ITSM tools usage (ServiceNow, Jira, Remedy or similar).
• Strong communication and stakeholder management.

Skills

Genesys Cloud

Amazon Connect

NICE CXone

Production Support

Incident Management

Root Cause Analysis

Problem Management

Call Flows Troubleshooting

Vendor Management

APIs & Integrations

Platform Monitoring

Change Management

Documentation & Runbooks

Cross-functional Collaboration

On-call Support

ITSM Tools

Stakeholder Management

Tools

ServiceNow

Jira

Remedy

Job description

Senior CCaaS Production Support Engineer (Genesys Cloud / Amazon Connect / NICE CXone)

Minnetonka Mills, MN (Onsite)

Must-Have Skills (Senior CCaaS Production Support Engineer)

• CCaaS Platforms: Genesys Cloud, Amazon Connect, NICE CXone
• Production Support & L2/L3 Support for enterprise contact center platforms
• Incident Management & Major Incident Response
• Root Cause Analysis (RCA) and Problem Management
• Troubleshooting call flows, routing, IVR, voice, and contact center services
• Vendor Management & Escalation (Genesys, Amazon Connect, NICE, Pindrop)
• Contact Center Integrations (APIs, authentication, routing, voice services)
• Platform Monitoring & Operational Support
• Production Deployments & Change Management
• Knowledge Base, Runbooks & Operational Documentation
• Cross-functional Collaboration with Infrastructure, Network, Security, and Application teams
• On-call Production Support and outage management
• ITSM Tools (ServiceNow, Jira, Remedy or similar)
• Strong Communication & Stakeholder Management

Preferred Skills

• Pindrop integration/support
• SIP, VoIP, WebRTC, Telephony concepts
• REST APIs and JSON
• Cloud platforms (AWS preferred for Amazon Connect)
• Performance monitoring and operational analytics
• ITIL Foundation / Incident & Problem Management knowledge