Senior Telecom Support Engineer – Contact Center & Cloud Platforms

Quick Facts

• Krakow-based hybrid work (up to 3 remote days per week)
• Senior Telecom Support Engineer supporting contact center infrastructure and cloud contact platform services

Description

As a Senior Telecom Support Engineer, you will support contact center infrastructure and cloud contact platform services, ensuring reliable communications and driving continuous improvement in IT services in a global environment.

Responsibilities

• Troubleshoot and diagnose technical issues related to contact center and cloud platforms to ensure seamless operation
• Resolve incidents within established service levels, managing escalations effectively
• Collaborate with incident management teams and vendors to escalate and resolve complex problems
• Monitor system capacity, performance, and availability using monitoring tools
• Create knowledge articles and provide training to junior colleagues and end users
• Drive and track continual service improvements to optimize infrastructure integrity
• Support shift operations and manage multiple technical priorities simultaneously
• Act as a SME for L1 support and assist in escalation procedures

Requirements

• At least 6 years of experience supporting contact center infrastructure
• Strong troubleshooting skills with Genesys Cloud SIP, Genesys Engage, Oracle SBC, and Oracle Enterprise Manager
• General understanding of cloud-based contact center platforms
• Experience in data networking and carrier networks
• Ability to manage multiple technical priorities and work independently
• Knowledge of ITIL Incident, Change, and Problem Management processes
• Excellent interpersonal skills, problem-solving ability, and analytical thinking
• Fluent English language skills (spoken and written)

Benefits

• Opportunity to contribute to innovative telecommunications solutions and advance your career in a dynamic, international setting