Sr. Engineer, Contact Center Platform Stability & Production Support
Core
Senior Engineer ensuring production stability, incident response, and release execution for enterprise contact center platforms to support financial advisors and clients.
Role type
Senior IC Production Support & Platform Stability Engineer
Builds
Contact center technology platforms (IVR, ACD, routing, telephony, omni-channel workflows) for financial service professionals
Domain
Financial Services / Contact Center Technology
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Contact center platform support, Incident management, Release management, Root cause analysis, Change control, Telephony troubleshooting, CI/CD process maturity, Global delivery collaboration
Preferred skills
Financial services domain experience, CI/CD pipeline implementation, Observability platform usage, SIP/VoIP knowledge, Offshore/nearshore team collaboration
Technologies
NICE CXOne, IVR, ACD, SIP, VoIP
Responsibilities
Troubleshoot contact routing, IVR, digital interaction flows, telephony services, and queue management; Execute platform changes via SDLC and change management processes; Perform health checks, configuration reviews, and performance assessments; Partner with engineering teams to implement long-term solutions for recurring issues; Maintain runbooks, incident playbooks, and release procedures; Validate vendor releases and hotfixes prior to deployment.
Seniority
Senior, hands-on IC
