[Hiring] CCaaS Support Engineer @CNX

Role Description

We are seeking a skilled CCaaS Support Engineer with experience in Genesys Cloud, Amazon Connect, and/or any other Contact Center as a Service (CCaaS) platforms. The ideal candidate will have hands-on experience providing Level 1 and Level 2 support, including managing Interactive Voice Response (IVR) systems, call flows/routing, and managing MAC requests. This role requires a proactive problem solver with a good understanding of contact center technologies and a passion for delivering exceptional technical support to customers.

Please Note: This position requires an Australian Citizen due to customer requirements. Additionally, the role may involve being on-call to support 24x7 customer operations.

• Technical Support: Provide Level 1 and Level 2 support for Genesys Cloud, Amazon Connect, and other CCaaS platforms, ensuring rapid resolution of technical issues to minimize downtime.
• Incident Management: Monitor, triage, and resolve incidents related to CCaaS platforms, IVR systems, and core routing, following established protocols and ensuring compliance with SLAs.
• IVR and Routing Configuration: Implement, maintain, and troubleshoot IVR configurations and core routing rules to ensure optimal call flow and customer experience.
• System Monitoring: Continuously monitor system performance and health, proactively identifying potential issues and addressing them before they impact operations.
• Issue Escalation: Collaborate with internal teams and external vendors to escalate and resolve complex technical issues, ensuring clear communication and status updates.
• Documentation: Maintain accurate and detailed documentation of incidents, solutions, and configurations to build a comprehensive knowledge base for future reference.
• Continuous Improvement: Identify areas for process and system improvement, providing recommendations to enhance efficiency, performance, and customer satisfaction.
• Collaboration: Work closely with cross-functional teams, including network engineers, software developers, and operations teams, to ensure seamless operation and integration of CCaaS platforms.
• User Training and Support: Assist end-users with platform-related queries, provide training on system functionalities, and ensure users are equipped to leverage the full potential of the CCaaS platforms.

Qualifications

• Experience: Minimum of 2+ years of experience in a technical support role with a focus on contact center technologies, including Genesys Cloud and/or Amazon Connect.
• Technical Expertise: Strong hands-on experience with CCaaS platforms, IVR systems, core routing, and call flow configurations. Knowledge of scripting languages and APIs for integrations is a plus.
• Problem-Solving Skills: Excellent analytical and troubleshooting skills, with the ability to quickly identify and resolve complex technical issues.
• Communication: Strong verbal and written communication skills, with the ability to explain technical concepts to non-technical users and collaborate effectively with technical teams.
• Customer Focus: Dedicated to delivering exceptional support and ensuring a seamless customer experience through proactive issue management and resolution.
• Certifications: Relevant certifications in Genesys Cloud, Amazon Connect, or other CCaaS platforms are highly desirable.
• Team Player: Ability to work independently as well as part of a team, with a strong commitment to collaboration and continuous learning.

Preferred Qualifications

• Experience with other CCaaS platforms and related technologies.
• Knowledge of contact center operations and best practices.
• Familiarity with ITIL processes and service management tools (e.g., Atlassian).

Benefits

• Join a dynamic team committed to delivering world-class customer experiences through cutting-edge contact center technologies.
• Opportunity to work with leading platforms and contribute to process improvements.
• Play a key role in ensuring our contact center operations run smoothly and efficiently.

Location

PHL Work-at-Home

Time Type

Full time