Production Support Engineer – CCaaS

This is a fully remote position, open to applicants in India.

📋 Description

• Oversee system alerts, infrastructure, applications, and contact center platforms to ensure operational reliability.

• Assess and manage incidents utilizing structured severity frameworks while coordinating resolutions across IT, automation, software, business teams, and external vendors.

• Monitor queue performance, call volumes, and overall system health by using dashboards and analytical tools.

• Appropriately escalate outages or anomalies and engage in standups, war rooms, and post-incident evaluations.

• Keep precise issue logs and compile regular performance and incident reports while assisting with audit and compliance documentation.

• Serve as a liaison between technical and business stakeholders to guarantee clear communication and timely updates during incidents.

• Utilize AI/Copilot tools to boost productivity, streamline communication, automate documentation, and enhance continuous operational improvements.

⛳️ Requirements

• 4+ years of experience in incident response, crisis management, and vendor coordination.

• 4+ years of experience in IT operations, network monitoring, or command center settings.

• Familiarity with tools like ServiceNow, Splunk, and Dynatrace.

• 2+ years of experience with Genesys Engage or cloud-based call center applications.

• Capability to thrive in a fast-paced environment and manage multiple communication channels concurrently.

• Familiarity with AI tools such as Microsoft Copilot.

• Strong communication and teamwork abilities.

• Must be willing to work night shifts to support global clients.

🏝️ Benefits

• Culture of Relentless Performance: join an unstoppable technology development team with a 99% project success rate and over 30% year-over-year revenue growth.

• Competitive Pay and Benefits: enjoy a comprehensive compensation and benefits package, including health insurance, language courses, and a relocation program.

• Work From Anywhere Culture: take advantage of the flexibility provided by remote work.

• Growth Mindset: benefit from a variety of professional development opportunities, including certification programs, mentorship, talent investment programs, internal mobility, and internship opportunities.

• Global Impact: collaborate on significant projects for top global clients and shape the future of various industries.

• Welcoming Multicultural Environment: be part of a dynamic, global team and thrive in an inclusive and supportive work atmosphere with open communication and regular team-building social events.

• Social Sustainability Values: engage in our sustainable business practices focused on five pillars, including IT education, community empowerment, fair operating practices, environmental sustainability, and gender equality.