Junior Technical Support Engineer(Genesys, Amazon Connect, Nice)
Core
Coordinate major production incidents and drive service restoration for enterprise contact center platforms.
Role type
Junior Incident Manager / Technical Support Engineer
Builds
Service restoration and operational continuity for enterprise contact center environments
Domain
IT Operations / Contact Center Operations / Incident Management
Deliverable
client delivery
Required skills
Incident management, service restoration coordination, cross-functional team coordination, executive communication, incident documentation, AI tool utilization, troubleshooting, decision-making
Preferred skills
ITIL Incident/Problem Management, SRE practices, cloud platform knowledge, ServiceNow proficiency
Technologies
Amazon Connect, Genesys, NICE CXone, ServiceNow, Microsoft Copilot, Claude
Responsibilities
Lead and coordinate major incident war rooms from initiation through service restoration; Assess incident severity, business impact, and prioritize recovery efforts; Drive restoration-first approach by coordinating failover, rollback, rerouting, and workaround activities; Provide timely communication and executive-level updates on incident status and recovery progress; Monitor incident progress and ensure accountability across participating teams; Maintain accurate incident documentation including timelines, decisions, and MTTR/MTTD metrics
Seniority
Junior, hands-on IC
