CCaaS Support Engineer

Job Title: CCaaS Support Engineer Job Description We are seeking a skilled CCaaS   Support   Engineer with experience preferably in Amazon Connect, and/or Genesys   Cloud , any other Contact Center as a Service (CCaaS) platforms. The ideal candidate will have hands-on experience providing Level 1 and Level 2   support , including managing Interactive Voice Response (IVR) systems, call flows / routing and managing MAC requests. This role requires a proactive   problem   solver with a good understanding of contact center technologies and a passion for delivering exceptional technical   support   to customers. Please Note:   This position requires an Australian Citizen due to customer requirements. Additionally, the role may involve being on-call to   support   24x7 customer operations.

Technical   Support :   Provide Level 1 and Level 2   support   for Amazon Connect, Genesys   Cloud 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.

Experience:   Minimum of 2+ years of experience in a technical   support   role with a focus on contact center technologies, including Amazon Connect and/or Genesys   Cloud . 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 exceptional   support   and ensuring a seamless customer experience through proactive   issue   management and resolution. Certifications:   Relevant certifications in Amazon Connect, Genesys   Cloud , or other CCaaS platforms are highly desirable.

Player:   Ability to work independently as well as part of a team, with a strong commitment to collaboration and continuous learning.

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) Why Join Us? At