Qualifications

• Experience with CCaaS platforms: Genesys Cloud, Amazon Connect, NICE CXone
• Proven expertise in production support and L2/L3 incident resolution
• Strong skills in incident management and major incident response
• Ability to perform root cause analysis and manage problem resolutions
• Background in troubleshooting contact center services and routing issues
• Experience in vendor management and escalation processes
• Knowledge of API integrations and operational documentation

Responsibilities

• Provide production support for enterprise contact center platforms
• Manage incident resolution and deliver major incident responses
• Conduct root cause analysis and implement problem management strategies
• Troubleshoot and optimize call flows, IVR, and contact center services
• Oversee vendor management and escalations with platform providers
• Support cross-functional collaboration with various internal teams
• Prepare and maintain operational documentation and runbooks

Benefits

• Onsite work environment in Minnetonka Mills, MN
• Exposure to leading CCaaS technologies and platforms
• Opportunities for professional development in technical support
• Collaboration with cross-functional and multi-disciplinary teams
• Involvement in significant incident management and process improvement initiatives