CCaaS Production Support Engineer

Job Description

The Senior CCaaS Production Support Engineer is responsible for ensuring the stability, availability, and operational health of enterprise Contact Center platforms, including Genesys Cloud, Amazon Connect, NICE CXOne, and integrated solutions such as Pindrop. This role serves as a critical escalation point for production incidents, troubleshooting, vendor engagement, and operational support activities, helping to maintain reliable customer and agent experiences across the contact center ecosystem.

Primary Responsibilities

Production Support & Incident Management

Provide advanced production support for CCaaS platforms, associated integrations, and customer contact center services.

Investigate, troubleshoot, and resolve complex production incidents, service disruptions, and customer-reported issues.

Lead incident response activities, facilitate bridge calls, coordinate recovery efforts, and provide timely stakeholder communications during major outages.

Perform detailed root cause analysis and drive corrective actions to prevent recurring issues.

Manage incidents through their full lifecycle, ensuring accurate documentation, escalation, resolution, and post-incident review activities.

Participate in on-call support rotations and provide after-hours support for critical business-impacting incidents.

Platform Operations

Monitor platform health, service performance, and operational alerts across contact center technologies.

Analyze call flows, routing behavior, agent experiences, and customer interaction paths to identify service-impacting issues.

Support configuration validation, production deployments, and operational readiness activities.

Review planned changes for operational risk and assist in implementation and post-deployment validation.

Vendor & Integration Support

Serve as the primary operational liaison for CCaaS vendors including Genesys, Amazon Connect, NICE, Pindrop, and other third-party providers.

Coordinate vendor escalations and drive timely resolution of platform-related issues.

Troubleshoot integrations involving authentication, routing, APIs, voice services, and external contact center technologies.

Ensure vendor issues are properly tracked, documented, and resolved within agreed service levels.

Operational Excellence

Develop and maintain support runbooks, troubleshooting guides, knowledge articles, and operational documentation.

Identify recurring issues and recommend process, configuration, or system improvements to enhance platform stability.

Support problem management efforts by identifying trends, recurring defects, and opportunities for service improvement.

Collaborate with engineering, infrastructure, network, security, and application te ams to resolve cross-functional production issues.

Required Qualifications

Bachelor's degree or equivalent practical experience.

4+ years of experience supporting enterprise contact center technologies, including Amazon Connect, Genesys Cloud, NICE CXOne, or similar CCaaS platforms.

4+ years of experience in production support, incident management, and troubleshooting within large-scale enterprise environments.

Experience supporting and troubleshooting CCaaS integrations, including voice authentication and fraud prevention solutions such as Pindrop.

Experience with monitoring tools such as Splunk, CloudWatch, Dynatrace, Datadog, Grafana, Zabbix, or equivalent platforms.

Experience analyzing application, system, and telephony logs to diagnose production issues.

Knowledge of contact center technologies, telephony concepts, IVR/IVA platforms, APIs, and system integrations.

Experience working in a 24x7 operational support environment with on-call responsibilities.

Strong problem-solving, communication, and stakeholder management skills.