Contact Center Support Engineer

Contact Center Support Engineer

Location: Remote



Experience: 2 4 Years



Job Type: Long-Term Contract

Job Summary

We are seeking a Contact Center Support Engineer II to provide technical support, maintenance, troubleshooting, and continuous improvement for enterprise contact center applications and cloud-based platforms.

The ideal candidate will have hands-on experience supporting CCaaS/contact center environments , with Genesys Cloud experience preferred. The role requires strong troubleshooting, API integration, and production support capabilities.

Must-Have Skills

• Contact Center / CCaaS Platforms
• Contact Center Application Support & Maintenance
• Cloud-Native Solutions
• API Integrations
• Troubleshooting & Root Cause Analysis
• Contact Center Production Support
• Agile Methodology
• SQL
• HTML / HTML5

Nice-to-Have Skills

• Genesys Cloud
• Chatbot / Conversational AI experience
• Cloud Contact Center integrations
• Contact Center automation

Key Responsibilities

• Provide technical support and maintenance for contact center applications and platforms.
• Monitor and troubleshoot production issues across contact center environments.
• Perform root cause analysis and coordinate resolution of application and integration issues.
• Support Genesys Cloud or other CCaaS platforms and related contact center technologies.
• Troubleshoot API integrations and service-to-service communication issues.
• Support cloud-native contact center solutions and application deployments.
• Assist with chatbot and conversational application support.
• Analyze application and operational data using SQL.
• Work with HTML/HTML5-based contact center applications and interfaces.
• Collaborate with development, infrastructure, business, and support teams to resolve technical issues.
• Participate in Agile ceremonies, incident management, and continuous improvement initiatives.
• Maintain technical documentation, support procedures, and troubleshooting guides.

Required Qualifications

• 2 4 years of professional experience in Contact Center Support, Application Support, Production Support, or a related technical role.
• Hands-on experience with Contact Center / CCaaS platforms .
• Experience supporting cloud-based applications and integrations.
• Strong troubleshooting and problem-solving skills.
• Experience with APIs and application integrations.
• Working knowledge of SQL and HTML/HTML5.
• Experience working in Agile environments.
• Strong communication and collaboration skills.

Preferred Experience

• Hands-on experience with Genesys Cloud .
• Experience supporting chatbots or conversational applications.
• Experience with cloud-native contact center technologies.
• Experience working in enterprise production support environments.