Technical Support Engineer
Core
Manage day-to-day operational activities for Moves, Adds, Changes, and Deletions (MACD) and provide production support for enterprise contact center environments.
Role type
Technical Support Engineer (Contact Center Operations)
Builds
Configured and deployed contact center solutions for enterprise customers
Domain
Cloud contact center software and omnichannel communication platforms
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Contact center technologies (Cisco UCCE, Amazon Connect, NICE InContact, Twilio, Avaya, Genesys, Five9), SQL, REST APIs, JSON, API-based integrations, log analysis, monitoring, troubleshooting, solution design, test case creation, UAT support, deployment documentation
Preferred skills
Automation, scripting, deployment tools, cloud-based contact center deployments
Technologies
Cisco UCCE, Amazon Connect, NICE InContact, Twilio, Avaya, Genesys, Five9, SQL, REST APIs, JSON, Postman
Responsibilities
Process and manage MACD requests through ticketing systems, configure and implement changes in contact center environments, validate configurations and ensure successful completion of service requests, track request status and ensure adherence to SLAs, troubleshoot deployment, configuration, integration, and production issues, create and execute test cases based on business scenarios, prepare deployment documents, runbooks, and operational handover documentation, support production migrations, upgrade activities, and post-production stabilization, provide customer training and knowledge transfer sessions, participate in customer calls and technical discussions
Seniority
Mid-level, hands-on IC
