Senior CCaaS Production Support Engineer

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