Senior CCaaS Production Support Engineer

Delan Associates, Inc; Minnetonka Mills (MN); Sur place; USD 90 000 - 130 000; Plein temps

Résumé du poste

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.

Responsabilités

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

Connaissances

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

Outils

ServiceNow

Jira

Remedy

Description du poste

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