CCaaS Production Support Engineer

Primary Responsibilities

• 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

• Maintain 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 teams to resolve cross-functional production issues.