Technical Support - Contact Centre Systems

We are looking for a skilled Contact Center Technical Support Engineer with deep expertise in contact center technologies to support the seamless operation of customer service platforms. This role requires diagnosing, troubleshooting, and resolving technical issues across various systems, including IVR, workforce management, quality management, and conversational AI. The engineer will work closely with cross-functional teams to maintain high system performance, support configuration and customization, and ensure compliance with security standards.

- Technical Expertise: Proficiency in contact center technologies, including IVR, conversational AI bots, quality management, recording, workforce management, and PCI compliance.

- Troubleshooting and Maintenance: Strong skills in diagnosing and resolving system issues, performing root cause analysis, conducting system health monitoring, and performing routine software updates and patches.

- System Configuration: Experience with IVR configuration and customization, and validating solution designs with system architects.

- Cloud Platforms: Familiarity with AWS, Microsoft Azure, and cloud application architecture, including microservices, Kubernetes, and Docker.

- Communication Skills: Strong verbal and written communication skills, with the ability to collaborate effectively across teams.

- Networking and Security: Knowledge of VOIP, SIP, messaging, carrier infrastructure, networking, and security.

- Data Analysis: Experience in data analysis within contact center environments, including proficiency in data analysis tools like Excel, SQL, Power BI, and Tableau.

- Automation: Knowledge of scripting languages such as Python and JavaScript for automation.

- Industry Experience: Prior experience in the airline industry or working within high-volume contact centers.

- Education: Bachelor’s degree in IT, Computer Science, or a related field.

- Certifications: Genesys Certification or relevant training (Cloud or Engage preferred).

- Experience: Proven experience in contact center technical support, data analysis, and cloud environments.

- Professional Attributes: Strong analytical and problem-solving skills, ability to handle multiple priorities in a fast-paced environment, and a collaborative mindset for cross-functional work.