Contact center support Engineer
Core
First-line support engineer for contact center operations, handling incidents and service requests across voice, chat, email, and digital channels.
Role type
L1 Contact Center Support Engineer
Builds
Stable contact center operations and user support for voice and digital workflows
Domain
Telecommunications / Contact Center Operations
Deliverable
client delivery
Required skills
User-level troubleshooting, fault isolation, incident management, service request management, IVR troubleshooting, SIP/VoIP fundamentals, network troubleshooting (WAN/LAN), CRM integration awareness, shift-based support coordination
Preferred skills
Microsoft Dynamics 365 Contact Center, Genesys Cloud, Amazon Connect, NICE CXone, Azure Communication Services, Microsoft Dynamics Omnichannel, Contact Center platform certification
Technologies
Microsoft Dynamics 365, Genesys Cloud, Amazon Connect, NICE CXone, Azure Communication Services
Responsibilities
Serve as first point of contact for support incidents and service requests; Perform user-level troubleshooting and fault isolation across voice, chat, email, and digital channels; Monitor contact center operations and identify service-impacting issues; Log, classify, prioritize, and track incidents through resolution; Escalate complex issues to L2/L3 support teams with diagnostics and documentation; Coordinate with business users, operations teams, telecom teams, and technology stakeholders; Support agent desktop, routing, IVR, omnichannel, and reporting-related issues; Maintain knowledge articles, operational runbooks, and support documentation; Participate in shift-based and on-call support as required
Seniority
Junior, hands-on IC
