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.