CCaaS Production Support Engineer is responsible for ensuring the stability, availability, and operational health of enterprise Contact Center platforms, including Amazon Connect and NICE CXOne. This role serves as a critical escalation point for production incidents, troubleshooting, vendor engagement, and operational support activities, helping to maintain reliable customer and agent experiences across the contact center ecosystem.
Primary Responsibilities:- Production Support & Incident Management
- Provide production support for CCaaS platforms Amazon Connect & NICE CXOne, associated integrations, and customer contact center services
- Investigate, troubleshoot, and resolve complex production incidents, service disruptions, and customer-reported issues
- Complete incident response activities, facilitate bridge calls, coordinate recovery efforts, and provide timely stakeholder communications during major outages
- Perform detailed root cause analysis and drive corrective actions to prevent recurring issues
- Manage incidents through their full lifecycle, ensuring accurate documentation, escalation, resolution, and post-incident review activities
- Participate in on-call support rotations and provide after-hours support for critical business-impacting incidents
- Application Operations
- Monitor application health, service performance, and operational alerts across contact center technologies
- Analyze call flows, routing behavior, agent experiences, and customer interaction paths to identify service-impacting issues
- Support configuration validation, production deployments, and operational readiness activities
- Review planned changes for operational risk and assist in implementation and post-deployment validation
- Vendor & Integration Support
- Serve as the primary operational liaison for CCaaS vendors including Amazon Connect, NICE, other third-party providers
- Coordinate vendor escalations and drive timely resolution of platform-related issues
- Troubleshoot integrations involving authentication, routing, APIs, voice services, and external contact center technologies
- Ensure vendor issues are properly tracked, documented, and resolved within agreed service levels
- Operational Excellence
- Develop and maintain support runbooks, troubleshooting guides, knowledge articles, and operational documentation
- Identify recurring issues and recommend process, configuration, or system improvements to enhance platform stability
- Support problem management efforts by identifying trends, recurring defects, and opportunities for service improvement
- Collaborate with engineering, infrastructure, network, security, and application teams to resolve cross-functional production issues
- Use enterprise-approved AI tools to streamline workflows, automate tasks, and drive continuous improvement
- Evaluate emerging trends to inform solution design and strategic innovation
What are the reasons to consider working for UnitedHealth Group? Put it all together - competitive base pay, a full and comprehensive benefit program, performance rewards, and a management team who demonstrates their commitment to your success. Some of our offerings include:- Paid Time Off which you start to accrue with your first pay period plus 8 Paid Holidays
- Medical Plan options along with participation in a Health Spending Account or a Health Saving account
- Dental, Vision, Life& AD&D Insurance along with Short-term disability and Long-Term Disability coverage
- 401(k) Savings Plan, Employee Stock Purchase Plan
- Education Reimbursement
- Employee Discounts
- Employee Assistance Program
- Employee Referral Bonus Program
- Voluntary Benefits (pet insurance, legal insurance, LTC Insurance, etc.)
You'll be rewarded and recognized for your performance in an environment that will challenge you and give you clear directions on what it takes to succeed in your role as well as provide development for other roles you may be interested in.
Required Qualifications:- Bachelor's degree with 4+ years of contact center technology support or software engineering experience
- 2+ years of experience supporting enterprise contact center technologies, including Amazon Connect and NICE CXOne
- 2+ years of experience in production support, incident management, and troubleshooting within large-scale enterprise environments
- 2+ years of experience supporting and troubleshooting CCaaS integrations, including voice authentication and fraud prevention solutions such as Pindrop
- 2+ years of experience with monitoring tools such as Splunk, CloudWatch, Dynatrace, Grafana, Zabbix, or equivalent platforms
- 2+ years of experience analyzing applications, system, and telephony logs to diagnose production issues
- 2+ years of experience working in a 24x7 operational support environment with on-call responsibilities
- 4+ years of knowledge of contact center technologies, telephony concepts, contact center routing, agent desktop support platforms, APIs, and system integrations
Preferred Qualifications:- Experience supporting Amazon Connect, NICE CXOne, or Pindrop in a large enterprise environment
- Experience leading major incident management and coordinating cross-functional outage response activities
- Familiarity with AWS, Azure, or GCP environments supporting CCaaS platforms
- Experience with scripting and automation tools for operational support activities
- Knowledge of ITIL Incident, Problem, and Change Management processes
- Relevant cloud, contact center, or IT service management certifications
- Experience leveraging enterprise-approved AI tools to streamline operational workflows and drive continuous efficiency improvements
- Strong problem-solving, communication, and stakeholder management skills
*All employees working remotely will be required to adhere to UnitedHealth Group's Telecommuter Policy
Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. In addition to your salary, we offer benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). No matter where or when you begin a career with us, you'll find a far-reaching choice of benefits and incentives. The salary for this role will range from $72,800 to $130,000 annually based on full-time employment. We comply with all minimum wage laws as applicable.
Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
Application Deadline: This will be posted for a minimum of 2 business days or until a sufficient candidate pool has been collected. Job posting may come down early due to volume of applicants.
