Production support analyst

job summary:
We are seeking a highly motivated and technically skilled Production Support Analyst to join our Contact Center Technology team. This role is focused on supporting and maintaining our Genesys CTI call routing platform and IVR solutions in a dynamic, high-availability environment.

The ideal candidate will have hands-on experience in telephony call routing, IVR troubleshooting, and real-time incident resolution. You'll be part of a team responsible for ensuring seamless customer interactions through robust contact center technologies. This includes participating in live triage calls, analyzing routing logic, and collaborating with cross-functional teams to resolve issues quickly and effectively.

location: Plano, Texas
job type: Contract
salary: $54.62 - 64.62 per hour
work hours: 8am to 5pm
education: Bachelors


responsibilities:

• Provide production support for Genesys CTI and IVR platforms, including real-time troubleshooting and root cause analysis.
• Participate in incident triage calls, working with operations, engineering, and vendor teams to resolve complex routing and IVR issues.
• Monitor system performance and proactively identify potential issues.
• Document incidents, resolutions, and improvement opportunities.
• Collaborate with development and infrastructure teams to support new feature rollouts and platform upgrades.
• Participate in an on-call rotation, including nights, weekends holidays
• 2-3 years of experience supporting Contact Center technologies, including IVR and CTI platforms.
• Strong working knowledge of Genesys Call Routing and IVR components.
• Experience with real-time troubleshooting in high-pressure environments.
• Excellent verbal and written communication skills, with the ability to interact effectively across all levels of the organization.
• Proven problem-solving and diagnostic skills.
• Solid understanding of networking fundamentals, Windows OS, and telephony protocols.
• Proficiency in Microsoft Office tools
• Experience with Avaya Call Manager.
• Familiarity with GVP (Genesys Voice Platform).
• Familiarity with Genesys Cloud
• Working knowledge of SQL Server for data analysis and troubleshooting.
• Exposure to SIP, Linux, and Splunk for log analysis and system monitoring.

qualifications:
Provide production support for Genesys CTI and IVR platforms, including real-time troubleshooting and root cause analysis.

Participate in incident triage calls, working with operations, engineering, and vendor teams to resolve complex routing and IVR issues.

Monitor system performance and proactively identify potential issues.

Document incidents, resolutions, and improvement opportunities.

Collaborate with development and infrastructure teams to support new feature rollouts and platform upgrades.

Participate in an on-call rotation, including nights, weekends holidays

2-3 years of experience supporting Contact Center technologies, including IVR and CTI platforms.

Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

At Randstad Digital, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact View email address on click.appcast.io.


Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad Digital offers a comprehensive benefits package, including: medical, prescription, dental, vision, AD&D, and life insurance offerings, short-term disability, and a 401K plan (all benefits are based on eligibility).


This posting is open for thirty (30) days.