CCaaS Support Engineer

Role Summary

Job Title

CCaaS Support Engineer

We're Concentrix . The intelligent transformation partner. Solution-focused. Tech-powered. Intelligence-fueled.

The global technology and services leader that powers the world’s best brands, today and into the future. We’re solution-focused, tech-powered, intelligence-fueled. With unique data and insights, deep industry expertise, and advanced technology solutions, we’re the intelligent transformation partner that powers a world that works, helping companies become refreshingly simple to work, interact, and transact with. We shape new game-changing careers in over 70 countries, attracting the best talent.

The Concentrix Technical Products and Services team is the driving force behind Concentrix ’s transformation, data, and technology services. We integrate world-class digital engineering, creativity, and a deep understanding of human behavior to find and unlock value through tech-powered and intelligence-fueled experiences. We combine human-centered design, powerful data, and strong tech to accelerate transformation at scale. You will be surrounded by the best in the world providing market leading technology and insights to modernize and simplify the customer experience. Within our professional services team, you will deliver strategic consulting, design, advisory services, market research, and contact center analytics that deliver insights to improve outcomes and value for our clients. Hence achieving our vision.

Our game-changers around the world have devoted their careers to ensuring every relationship is exceptional. And we’re proud to be recognized with awards such as "World's Best Workplaces," “Best Companies for Career Growth,” and “Best Company Culture,” year after year.

Join us and be part of this journey towards greater opportunities and brighter futures

We are seeking a skilled CCaaSSupportEngineer with experience in GenesysCloud, Amazon Connect, and/or any other Contact Center as a Service (CCaaS) platforms. The ideal candidate will have hands-on experience providing Level 1 and Level 2support, including managing Interactive Voice Response (IVR) systems, call flows / routing and managing MAC requests. This role requires a proactiveproblemsolver with a good understanding of contact center technologies and a passion for delivering exceptional technicalsupportto customers.

Please Note: This position requires an Australian Citizen due to customer requirements. Additionally, the role may involve being on-call tosupport24x7 customer operations.

Responsibilities

• Technical Support: Provide Level 1 and Level 2supportfor GenesysCloud, Amazon Connect, and other CCaaS platforms, ensuring rapid resolution of technical issues to minimize downtime.
• Incident Management: Monitor, triage, and resolve incidents related to CCaaS platforms, IVR systems, and core routing, following established protocols and ensuring compliance with SLAs.
• IVR and Routing Configuration: Implement, maintain, and troubleshoot IVR configurations and core routing rules to ensure optimal call flow and customer experience.
• System Monitoring: Continuously monitor system performance and health, proactively identifying potential issues and addressing them before they impact operations.
• Issue Escalation: Collaborate with internal teams and external vendors to escalate and resolve complex technical issues, ensuring clear communication and status updates.
• Documentation: Maintain accurate and detailed documentation of incidents, solutions, and configurations to build a comprehensive knowledge base for future reference.
• Continuous Improvement: Identify areas for process and system improvement, providing recommendations to enhance efficiency, performance, and customer satisfaction.
• Collaboration: Work closely with cross-functional teams, including network engineers, software developers, and operations teams, to ensure seamless operation and integration of CCaaS platforms.
• User Training and Support: Assist end-users with platform-related queries, provide training on system functionalities, and ensure users are equipped to leverage the full potential of the CCaaS platforms.

Requirements

• Experience: Minimum of 2+ years of experience in a technicalsupportrole with a focus on contact center technologies, including GenesysCloudand/or Amazon Connect.
• Technical Expertise: Strong hands-on experience with CCaaS platforms, IVR systems, core routing, and call flow configurations. Including other Customer Experience (CX) digital solutions, Voice and Chatbots and Conversational AI. Knowledge of scripting languages and APIs for integrations is a plus.
• Problem -Solving Skills: Excellent analytical and troubleshooting skills, with the ability to quickly identify and resolve complex technical issues.
• Communication: Strong verbal and written communication skills, with the ability to explain technical concepts to non-technical users and collaborate effectively with technical teams.
• Customer Focus: Dedicated to delivering exceptionalsupportand ensuring a seamless customer experience through proactiveissuemanagement and resolution.
• Certifications: Relevant certifications in GenesysCloud, Amazon Connect, or other CCaaS platforms are highly desirable.
• Team Player: Ability to work independently as well as part of a team, with a strong commitment to collaboration and continuous learning.

Preferred Qualifications

• Experience with other CCaaS platforms and related technologies.
• Knowledge of contact center operations and best practices.
• Familiarity with ITIL processes and service management tools (e.g Atlassian)
• PHL Work-at-Home
• Full time

About the Company

At Concentrix , you will join a dynamic team committed to delivering world-class customer experiences through cutting-edge contact center technologies. As a CCaaSSupportEngineer, you will have the opportunity to work with leading platforms, contribute to process improvements, and play a key role in ensuring our contact center operations run smoothly and efficiently.