Sr. Product Support Engineer (Contact Center Experience, Cloud Systems)

Concentrix; United States; Remote; USD 100,000 - 120,000; Full time

Job summary

Join a forward-thinking company that values innovation and human-centered solutions. As a Sr. Product Support Engineer, you'll play a crucial role in supporting cloud contact center services, enhancing customer satisfaction, and collaborating with top-tier talent. This remote-first opportunity allows you to work from anywhere in the USA while contributing to transformative projects for clients ranging from startups to Fortune Global 500 companies. If you're passionate about technology and customer experience, this position offers the perfect platform to advance your career in a dynamic environment.

Benefits

Health Insurance

401(k)

Paid Time Off

Holidays

Qualifications

• Experience in configuring and supporting cloud contact center solutions.
• Knowledge of operational KPIs and reporting requirements.

Responsibilities

• Support CCaaS services, including troubleshooting and incident management.
• Manage escalations and conduct client feedback meetings.

Skills

Cloud Contact Center Solutions

Incident Management

System Integrations

IVR and Call Routing

Client Management

Tools

Amazon Connect

Genesys Cloud CX

Google CCAI

NICE CXone

Job description

1 week ago Be among the first 25 applicants

Job Title:
Sr. Product Support Engineer (Contact Center Experience, Cloud Systems)

Job Description

We’re Concentrix, a human-centered, tech-powered, intelligence-fueled company creating innovative solutions worldwide. Trusted by clients across sectors, from startups to Fortune Global 500 companies in over 70 countries, we challenge conventions, deliver unexpected outcomes, and create experiences that go beyond WOW.

If this resonates with you, we invite you to explore career opportunities with us. In our IT and Security team, you will deploy cutting-edge infrastructure, software, and security solutions, working alongside top industry talent to shape the future of CX. We are a remote-first company seeking the best talent globally.

Responsibilities

• Support CCaaS services for Concentrix clients, including administration, troubleshooting, incident management, and support for platforms like Amazon Connect, Genesys Cloud CX, Google CCAI, or NICE CXone.
• Act as a client-facing SME, managing escalations, maintaining support documentation, and conducting client feedback and QBR meetings to enhance CSAT scores.

Requirements

• Experience with contact center processes, including configuring cloud contact center solutions, IVR, call routing, live chat, system integrations, and related technologies.
• Knowledge of contact center platforms, operational KPIs, and reporting requirements.
• Ability to follow best practices in solutioning, security policies, and conduct testing/UAT.
• Familiarity with at least one top CCaaS platform such as Amazon Connect, Genesys Cloud CX, Google CCAI, or NICE CXone.

The salary range is $100,000-$120,000 USD annually, plus performance incentives. Benefits include health insurance, 401(k), paid time off, and holidays. The application deadline is May 5th, 2025.

Location: USA, FL, Work-at-Home

Language Requirements: [Specify if applicable]

Time Type: Full-time

Physical & Mental Requirements: Regular use of computers, phones, and office equipment; work is sedentary.

California residents: By submitting your info, you acknowledge access to the Privacy Notice.

Concentrix is an Equal Opportunity Employer. For more info, visit our EEO rights websites and request accommodations if needed.

Additional Details

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Job function: Information Technology
• Industries: IT Services and Consulting