Senior Telecommunications Support Engineer – Contact Center & Cloud Platforms

Unleash the Power of Connectivity — Drive Cutting-Edge Support for Global Contact Center Solutions!Krakow-based opportunity with hybrid work model.As a Senior Telecommunications Support Engineer – Contact Center & Cloud Platforms, you will be working for our client, a leading financial organization, supporting mission-critical contact center infrastructure and cloud communication platforms. You’ll play a pivotal role in ensuring seamless communication operations across global teams and clients, driving operational excellence and innovative support solutions.Your main 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.You're ideal for this role if you have: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, with 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.It is a strong plus if you have: (optional)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 for the role:Fluent English, both spoken and written.Eligibility to work on this role:Only candidates with an existing legal right to work in the European Union will be considered for this role.#MAKEYourCareerBETTERInterested? Apply now and include your CV (preferably in English) along with a statement confirming your consent to the processing and storage of your personal data.