Senior CCaaS Production Support Engineer

About the role

We are looking for a Senior CCaaS Production Support Engineer to join our team in Minnetonka Mills, MN. The role focuses on delivering L2/L3 support for enterprise contact‑center platforms and ensuring high availability of voice and routing services.

Key responsibilities

• Provide production and L2/L3 support for Genesys Cloud, Amazon Connect and NICE CXone platforms.
• Manage incidents, major incidents and on‑call outage resolution.
• Conduct root‑cause analysis, problem management and drive corrective actions.
• Troubleshoot call flows, IVR, routing, voice and integration issues.
• Coordinate with vendors (Genesys, Amazon, NICE, Pindrop) and handle escalations.
• Maintain platform monitoring, operational documentation, runbooks and knowledge base.
• Execute production deployments, change management and collaborate with infrastructure, network, security and application teams.
• Utilize ITSM tools such as ServiceNow, Jira or Remedy for ticket handling.

Required profile

• Senior‑level professional with strong communication and stakeholder management skills.
• Experience working in a 24/7 production environment with on‑call responsibilities.
• Ability to work cross‑functionally with technical and business teams.

Required skills

• Genesys Cloud, Amazon Connect, NICE CXone.
• ServiceNow, Jira, Remedy (or similar ITSM tools).
• REST APIs, JSON, API authentication and integration.
• Cloud platforms – AWS preferred for Amazon Connect.
• Pindrop integration, SIP, VoIP, WebRTC, telephony concepts.
• ITIL Foundation knowledge and incident/problem management processes.