CCaaS Production Support Engineer

Temporary

Lorven technologies

Remote

Position: CCaaS Production Support Engineer

Location: Remote

Job Description:

Provide advanced production support for CCaaS platforms and integrated contact center solutions.
Troubleshoot and resolve complex incidents, service disruptions, and customer-reported issues.
Lead major incident management, root cause analysis (RCA), and recovery activities.
Monitor system performance, platform health, and operational alerts using tools like Splunk, CloudWatch, Dynatrace, Datadog, Grafana, and Zabbix.
4+ years of experience supporting enterprise CCaaS platforms such as Amazon Connect, Genesys Cloud, NICE CXOne, or similar.
Strong background in production support, incident management, and troubleshooting.
Experience with CCaaS integrations, telephony, IVR/IVA, APIs, and voice authentication solutions.
Expertise in log analysis, monitoring tools, and problem resolution in enterprise environments.
Strong communication, stakeholder management, and problem-solving skills.

Looking forward for your reply.

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Vacancy posted 1 day ago

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