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