Senior CCaaS Production Support Engineer

Job Title: Senior CCaaS Production Support Engineer
Location: Minneapolis, MN
Duration: 6 months
Experience Required: 6–8 years
Essential Skills: CCaaS Production Support / Contact Center Engineering
Primary Keyword: NICE CXone

Position Overview

• Responsible for the stability, availability, and operational health of enterprise Contact Center as a Service (CCaaS) platforms.
• Provide advanced production support across Genesys Cloud, Amazon Connect, NICE CXone, Pindrop, and related contact center integrations.
• Serve as a critical escalation point for production incidents, troubleshooting, vendor coordination, and operational support.
• Ensure reliable customer and agent experiences across the contact center ecosystem.

Production Support & Incident Management

• Provide advanced production support for CCaaS platforms, integrations, and customer contact center services.
• Investigate, troubleshoot, and resolve complex production incidents and service disruptions.
• Troubleshoot customer-reported issues and service-impacting problems.
• Lead major incident response activities and facilitate technical bridge calls.
• Coordinate recovery efforts and provide timely stakeholder communications during major outages.
• Perform detailed root cause analysis (RCA) and drive corrective actions.
• Manage incidents through their complete lifecycle, including documentation, escalation, resolution, and post-incident reviews.
• Participate in 24x7 on-call rotations and provide after-hours support for critical incidents.

CCaaS Platform Operations

• Monitor platform health, service performance, and operational alerts across contact center technologies.
• Analyze call flows, routing behavior, agent experiences, and customer interaction paths.
• Identify and troubleshoot service-impacting issues.
• Support configuration validation, production deployments, and operational readiness activities.
• Review planned changes for operational risk.
• Support implementation and post-deployment validation activities.

CCaaS Platforms

• Strong experience with one or more enterprise CCaaS platforms, including:
  • NICE CXone
  • Amazon Connect
  • Genesys Cloud
  • Pindrop
• Experience supporting large-scale enterprise contact center environments.
• Strong understanding of contact center operations and customer/agent experience.
• Experience troubleshooting voice, routing, IVR/IVA, and telephony-related issues.

Vendor & Integration Support

• Serve as the primary operational liaison for CCaaS vendors such as:
  • NICE
  • Genesys
  • Amazon
  • Pindrop
  • Other third-party contact center providers
• Coordinate vendor escalations and drive timely issue resolution.
• Troubleshoot integrations involving:
  • Authentication
  • Routing
  • APIs
  • Voice services
  • Telephony
  • External contact center technologies
• Track and document vendor issues through resolution.
• Ensure vendor issues are resolved within agreed service-level expectations.

Technical Troubleshooting

• Analyze application, system, and telephony logs to diagnose production issues.
• Perform call flow and routing analysis.
• Troubleshoot APIs and system integrations.
• Investigate voice authentication and fraud prevention integrations such as Pindrop.
• Analyze service performance and identify potential platform issues.
• Collaborate with engineering, infrastructure, network, security, and application teams to resolve cross-functional issues.

Monitoring & Observability

• Experience with enterprise monitoring and observability tools, including:
  • Splunk
  • Amazon CloudWatch
  • Dynatrace
  • Datadog
  • Grafana
  • Zabbix
• Monitor application, infrastructure, telephony, and CCaaS platform health.
• Analyze alerts, logs, metrics, and performance data.
• Identify trends and proactively address potential production issues.

Operational Excellence

• Develop and maintain:
  • Production support runbooks
  • Troubleshooting guides
  • Knowledge articles
  • Operational documentation
• Identify recurring issues and recommend configuration, process, or system improvements.
• Support problem management activities.
• Identify recurring defects, operational trends, and opportunities for service improvement.
• Support operational readiness and production deployment activities.

Required Qualifications

• Bachelor's degree or equivalent practical experience.
• 4+ years of experience supporting enterprise contact center technologies.
• 4+ years of experience in production support, incident management, and troubleshooting within large-scale enterprise environments.
• Strong experience with Amazon Connect, Genesys Cloud, NICE CXone, or similar CCaaS platforms.
• Experience supporting and troubleshooting CCaaS integrations.
• Experience with voice authentication and fraud prevention solutions such as Pindrop.
• Strong knowledge of contact center technologies, telephony concepts, IVR/IVA platforms, APIs, and system integrations.
• Experience working in a 24x7 operational support environment.
• Strong problem-solving, communication, and stakeholder management skills.

Preferred Qualifications

• Experience supporting NICE CXone, Amazon Connect, Genesys Cloud, or Pindrop in enterprise environments.
• Experience leading major incident management and cross-functional outage response.
• Familiarity with AWS, Azure, or GCP environments supporting CCaaS platforms.
• Experience with scripting and automation for operational support.
• Knowledge of ITIL Incident, Problem, and Change Management processes.
• Relevant cloud, contact center, or IT service management certifications.

Key Skills

• CCaaS: NICE CXone, Amazon Connect, Genesys Cloud, Pindrop
• Production Support: Incident Management, Major Incident Response, RCA, Problem Management
• Operations: Change Management, Vendor Management, Operational Readiness
• Troubleshooting: Call Flow Analysis, Telephony Troubleshooting, Log Analysis, API Troubleshooting, Integration Support
• Monitoring: Splunk, Dynatrace, CloudWatch, Datadog, Grafana, Zabbix
• Cloud: AWS, Azure, GCP
• Methodologies: ITIL, Incident Management, Problem Management, Change Management