Senior CCaaS Production Support Engineer
Job in
Minnetonka Mills, Hennepin County, Minnesota, USA
Listed on 2026-09-12
Listing for:
Delan Associates, Inc
Full Time
position Listed on 2026-09-12
Job specializations:
-
IT/Tech
IT Support, Systems Engineer, Cloud Computing: Infrastructure & Operations, IT Specialist
Job Description & How to Apply Below
Senior CCaaS Production Support Engineer (Genesys Cloud / Amazon Connect / NICE CXone)
Minnetonka Mills, MN (Onsite)
Must-Have Skills (Senior CCaaS Production Support Engineer)- CCaaS Platforms:
Genesys Cloud, Amazon Connect, NICE CXone - Production Support & L2/L3 Support for enterprise contact center platforms
- Incident Management & Major Incident Response
- Root Cause Analysis (RCA) and Problem Management
- Troubleshooting call flows, routing, IVR, voice, and contact center services
- Vendor Management & Escalation (Genesys, Amazon Connect, NICE, Pindrop)
- Contact Center Integrations (APIs, authentication, routing, voice services)
- Platform Monitoring & Operational Support
- Production Deployments & Change Management
- Knowledge Base, Runbooks & Operational Documentation
- Cross-functional Collaboration with Infrastructure, Network, Security, and Application teams
- On-call Production Support and outage management
- ITSM Tools (Service Now, Jira, Remedy or similar)
- Strong Communication & Stakeholder Management
- Pindrop integration/support
- SIP, VoIP, WebRTC, Telephony concepts
- REST APIs and JSON
- Cloud platforms (AWS preferred for Amazon Connect)
- Performance monitoring and operational analytics
- ITIL Foundation / Incident & Problem Management knowledge
Position Requirements
10+ Years
work experience
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