Senior Telecommunications Support Engineer (Contact Center & Cloud Platforms)

Quick Facts

• Role: Senior Telecommunications Support Engineer (Contact Center & Cloud Platforms)
• Work model: Hybrid
• Focus: Mission-critical contact center infrastructure and cloud communication platforms

Description

You will provide senior-level support for global contact center operations, troubleshooting technical issues to restore failed IT services within SLAs. The role involves incident resolution coordination, verification of fixes with end users, and continuous monitoring of capacity, performance, and availability. You will also contribute to knowledge sharing, training, and ongoing service improvements.

Responsibilities

• Troubleshoot and diagnose technical issues to restore failed IT services within defined SLAs
• Resolve incidents and collaborate with the Incident Management team to escalate and lead operational recovery
• Verify resolution effectiveness with end users to ensure satisfaction and service-level compliance
• 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 and 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 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 and ability to act as an SME for junior colleagues
• Familiarity with ITIL incident, change, and problem management best practices
• Excellent interpersonal skills, judgment, assertiveness, and analytical capabilities
• Ability to work independently and effectively within a global team
• Respect for diverse cultures and strong English communication skills
• Fluent English (spoken and written)
• Existing legal right to work in the European Union

Benefits

• Hybrid work model
• Opportunity to support mission-critical contact center and cloud communication platforms for global teams