Senior CCaaS Production Support Engineer

Delan Associates, IncMinnetonka Mills, MN

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Overview

Schedule

Full-time

Career level

Senior-level

Remote

On-site

Job Description

Senior CCaaS Production Support Engineer (Genesys Cloud / Amazon Connect / NICE CXone)

Minnetonka Mills, MN (Onsite)

Must-Have Skills (Senior CCaaS Production Support Engineer)

* CCaaS Platforms: Genesys Cloud, Amazon Connect, NICE CXone

* Production Support & L2/L3 Support for enterprise contact center platforms

* Incident Management & Major Incident Response

* Root Cause Analysis (RCA) and Problem Management

* Troubleshooting call flows, routing, IVR, voice, and contact center services

* Vendor Management & Escalation (Genesys, Amazon Connect, NICE, Pindrop)

* Contact Center Integrations (APIs, authentication, routing, voice services)

* Platform Monitoring & Operational Support

* Production Deployments & Change Management

* Knowledge Base, Runbooks & Operational Documentation

* Cross-functional Collaboration with Infrastructure, Network, Security, and Application teams

* On-call Production Support and outage management

* ITSM Tools (ServiceNow, Jira, Remedy or similar)

* Strong Communication & Stakeholder Management

Preferred Skills

* Pindrop integration/support

* SIP, VoIP, WebRTC, Telephony concepts

* REST APIs and JSON

* Cloud platforms (AWS preferred for Amazon Connect)

* Performance monitoring and operational analytics

* ITIL Foundation / Incident & Problem Management knowledge

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FAQs About Senior CCaaS Production Support Engineer Jobs at Delan Associates, Inc

What is the work location for this position at Delan Associates, Inc?

This job at Delan Associates, Inc is located in Minnetonka Mills, MN, according to the details provided by the employer. Some roles may also include multiple work locations depending on the requirement.

What pay range can candidates expect for this role at Delan Associates, Inc?

Employer has not shared pay details for this role.

What employment applies to this position at Delan Associates, Inc?

Delan Associates, Inc lists this role as a Full-time position.

What experience level is required for this role at Delan Associates, Inc?

Delan Associates, Inc is looking for a candidate with "Senior-level" experience level.

What is the process to apply for this position at Delan Associates, Inc?

You can apply for this role at Delan Associates, Inc either through Sonara's automated application system, which helps you submit applications 10X faster with minimal effort, or by applying manually using the direct link on the job page.