Contact Center Support Engineer

Tech3pillars Technologies

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.

Apply

Vacancy posted 1 day ago

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