Sr. Engineer, Contact Center Platform Stability & Production Support

About the Role

The Senior Engineer, Production Support & Platform Stability is responsible for providing production support, platform stability, release execution, and operational excellence capabilities that enable Service Center Technology to deliver on its transformation strategy. This role supports the evolution of contact channel and agent experience platforms by improving platform reliability, reducing operational risk, and enabling advisors and Financial Service Professionals (FSPs) to efficiently serve clients.

This position serves as a key contributor within Servicing Technology, partnering with Product Owners, Platform Engineering, DevOps, Quality Engineering, Operations, and Contact Channel Management teams. The role focuses on incident response, proactive stability management, release execution, and CI/CD maturation, allowing delivery teams to remain focused on strategic platform enhancements and business-funded initiatives.

The Senior Engineer will support the Transform the Advisor Experience journey by helping modernize the OMNI platform foundation, simplifying complex platform configurations, and improving release and operational processes across contact center technology platforms.

Responsibilities

• Delivery Support
  • Partner with Product Owners and engineering teams to provide operational and release support for technology initiatives.
  • Ensure workflows and platform changes meet operational readiness requirements, including rollback procedures, runbook documentation, integration standards, and support handoffs.
  • Maintain production stability during periods of significant platform change and initiative delivery.
  • Support platform ownership transitions and operational readiness activities across global delivery teams.
• Production Support & Incident Response
  • Troubleshoot contact routing, IVR, digital interaction flows, telephony services, queue management, skill configuration, and platform integrations.
  • Serve as an escalation point for complex production incidents and operational issues.
  • Participate in incident triage, root cause analysis, corrective action planning, and resolution activities.
  • Partner with engineering teams to identify and implement long-term solutions that reduce recurring production issues.
  • Support mission-critical servicing environments by ensuring timely resolution of operational incidents.
• Platform Stability & Proactive Operations
  • Perform health checks, configuration reviews, and performance assessments to identify operational risks.
  • Support reliability initiatives focused on reducing incident recurrence, improving recovery times, and minimizing change-related defects.
  • Validate vendor releases, hotfixes, and platform configuration changes prior to production deployment.
  • Collaborate with analytics and observability teams to improve monitoring, alerting, and issue detection capabilities.
• Release Execution & CI/CD Maturation
  • Execute platform changes through established SDLC, change management, and release management processes.
  • Partner with Platform Engineering, DevOps, Quality Engineering, and Scrum teams to mature release practices and deployment processes.
  • Support the adoption of source control, environment separation, release automation, and CI/CD capabilities.
  • Assist in defining promotion paths, release validation criteria, automated testing practices, and deployment standards.
  • Ensure technology solutions are testable, deployable, and operationally supported before and after production implementation.
• Cross-Functional Collaboration
  • Partner with Contact Channel Management, Agent Experience, CRM integration teams, analytics teams, and technology operations groups to support servicing workflows.
  • Validate routing configurations, CTI integrations, tagging standards, and platform integrations to ensure operational consistency.
  • Participate in knowledge transfer activities supporting platform ownership and operational support models.
  • Collaborate across onshore and global delivery teams to promote operational excellence and platform reliability.
• Documentation & Operational Excellence
  • Maintain runbooks, support documentation, configuration records, incident playbooks, and release procedures.
  • Document incident findings, lessons learned, and process improvements to support continuous improvement efforts.
  • Contribute to the development of repeatable and scalable operational practices.

Requirements

• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field.
• 6+ years of experience supporting contact center technologies, platform engineering, production support, enterprise application operations, or related technology environments.
• 3+ years of experience supporting enterprise contact center platforms, including NICE CXOne, IVR, ACD, routing, telephony, or omni-channel workflows.
• Experience troubleshooting complex production incidents within enterprise-scale technology environments.
• Experience executing technology changes through formal change management and release management processes.

Core Competencies

• Production Support & Incident Management
• Contact Center Technology Platforms
• Platform Stability & Reliability Engineering
• Release Management & Change Control
• Root Cause Analysis & Problem Resolution

Preferences

• Experience within financial services or another regulated industry.
• Experience implementing or supporting CI/CD pipelines, release automation, and deployment processes across development, testing, and production environments.
• Experience with observability platforms, monitoring tools, performance dashboards, or application monitoring solutions.
• Knowledge of telephony technologies, including SIP, VoIP, call routing, or contact center infrastructure.
• Experience collaborating with offshore, nearshore, or global delivery teams.

Pay

$106,100.00 - $176,900.00

Actual base salary varies based on factors, including but not limited to, relevant skill, prior experience, education, base salary of internal peers, demonstrated performance, and geographic location.