Senior Support Engineer - Enterprise CCaaS & RCA Lead

Wollborg Michelson Personnel Service Inc; San Rafael (CA); On-site; USD 120,000 - 160,000; Full time

Job summary

Wollborg Michelson Recruiting seeks a seasoned Support Engineer in California to serve as the final escalation point for complex P0/P1 incidents on enterprise contact center platforms. You will troubleshoot across telephony, routing, and integrations, leading RCA and collaborating with engineering to boost stability and performance.

The role requires 7+ years in IT support for contact centers, hands-on NNIC with NICE CXone, and ITIL ITSM experience in 24/7 operations, with cloud/SaaS know-how.

Qualifications

• Bachelor's degree or equivalent in CS/IS or related field.
• 7+ years in IT support, contact center platforms, or voice engineering.
• Hands-on experience with enterprise contact center platforms (NICE CXone, Genesys, Five9).
• ITIL-based ITSM experience (Incident, Problem, Change) in 24/7 operations.
• Knowledge of cloud-based SaaS architectures and networking basics.

Responsibilities

• Serve as the final technical escalation point for complex P0/P1 incidents.
• Troubleshoot issues across telephony, routing, integrations, and related components.
• Lead and document root cause analysis for major incidents.
• Collaborate with engineering and operations to improve stability and performance.
• Support continuous improvement to reduce incident volume and recurrence.
• Contribute to CCaaS transformation and optimization initiatives.
• Work within ITIL processes for Incident, Problem, Change, and Knowledge.
• Utilize monitoring, alerting, and logging tools to proactively address issues.
• Diagnose performance and scalability in distributed environments.
• Maintain documentation and runbooks.

Skills

NICE CXone

Contact center tech

IVR design

WFM tools

SIP VoIP QoS

APIs & middleware

Incident RCA

Monitoring & logging

ITIL disciplines

Education

Bachelor's degree in CS / IS or related field

Tools

ServiceNow

AWS

Azure

Job description

Wollborg Michelson Recruiting seeks a seasoned Support Engineer in California to serve as the final escalation point for complex P0/P1 incidents on enterprise contact center platforms. You will troubleshoot across telephony, routing, and integrations, leading RCA and collaborating with engineering to boost stability and performance.

The role requires 7+ years in IT support for contact centers, hands-on NNIC with NICE CXone, and ITIL ITSM experience in 24/7 operations, with cloud/SaaS know-how.