Delan Associates
200 open roles · Minnetonka Mills, MN
Senior CCaaS Production Support Engineer
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Where you can work
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Locations named in the listing
- Minnetonka Mills, Minnesota, United States
View location wording from the posting
Minnetonka Mills, MN, US
Employer description
Senior CCaaS Production Support Engineer (Genesys Cloud / Amazon Connect / NICE CXone)
Minnetonka Mills, MN (Onsite)
Must-Have Skills (Senior CCaaS Production Support Engineer)
- CCaaS Platforms: Genesys Cloud, Amazon Connect, NICE CXone
- Production Support & L2/L3 Support for enterprise contact center platforms
- Incident Management & Major Incident Response
- Root Cause Analysis (RCA) and Problem Management
- Troubleshooting call flows, routing, IVR, voice, and contact center services
- Vendor Management & Escalation (Genesys, Amazon Connect, NICE, Pindrop)
- Contact Center Integrations (APIs, authentication, routing, voice services)
- Platform Monitoring & Operational Support
- Production Deployments & Change Management
- Knowledge Base, Runbooks & Operational Documentation
- Cross-functional Collaboration with Infrastructure, Network, Security, and Application teams
- On-call Production Support and outage management
- ITSM Tools (ServiceNow, Jira, Remedy or similar)
- Strong Communication & Stakeholder Management
Preferred Skills
- Pindrop integration/support
- SIP, VoIP, WebRTC, Telephony concepts
- REST APIs and JSON
- Cloud platforms (AWS preferred for Amazon Connect)
- Performance monitoring and operational analytics
- ITIL Foundation / Incident & Problem Management knowledge
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