Senior Telecommunications Support Engineer – Contact Center & Cloud Platforms

Krakow-based opportunity with hybrid work model.

Quick Facts

• Senior Telecommunications Support Engineer – Contact Center & Cloud Platforms

Description

As a Senior Telecommunications Support Engineer – Contact Center & Cloud Platforms, you will support mission-critical contact center infrastructure and cloud communication platforms, ensuring seamless communication operations across global teams and clients while driving operational excellence and innovative support solutions.

Responsibilities

• Troubleshoot and diagnose technical issues to restore failed IT services within defined SLAs
• Resolve Incidents efficiently, collaborating with the Incident Management team to escalate and lead operational recovery efforts
• Verify resolution effectiveness with end-users, ensuring satisfaction and compliance with service levels
• Monitor capacity, performance, and availability of contact center and cloud platform services using advanced monitoring tools
• Identify, escalate, and influence third-party vendors to resolve complex problems
• Develop and share knowledge articles, deliver training to junior team members and end users
• Drive continuous service improvements through monitoring, tracking, and process enhancements

Requirements

• 6+ years of experience supporting contact center infrastructure and related networking technologies
• Strong troubleshooting skills in Genesys Cloud SIP, Genesys Engage, Oracle SBC, and related platforms
• Knowledge of cloud-based contact center solutions and related networking fundamentals
• Experience in diagnosing, monitoring, and resolving customer issues across diverse technical environments
• Ability to manage multiple high-priority tasks and coordinate with vendors, Tier 3 support, and end users
• Basic understanding of L1 support, with the capability to act as SME for junior colleagues
• Familiarity with ITIL incident, change, and problem management best practices
• Excellent interpersonal skills, good judgment, assertiveness, and analytical capabilities
• Ability to work independently and effectively within a global team
• Respect for diverse cultures, with strong communication skills in English

Benefits

• Hybrid work model
• Work on mission-critical contact center infrastructure and cloud communication platforms
• Opportunity to drive continuous service improvements and operational recovery efforts

Qualifications (Strong plus)

• Relevant certifications such as Genesys, ITIL, Cisco, or other industry accreditations
• Experience with telecommunications contact center environments including IVR, Dialer, Nuance, Splunk, or Oracle SBC
• Background working in an Agile environment within large, multinational organizations
• ITIL v3 or later certification

Language required

• Fluent English, both spoken and written

Eligibility to work

• Only candidates with an existing legal right to work in the European Union will be considered