Production Support Engineer – Contact Center

📋 Description

• Oversee system alerts, infrastructure, applications, and contact center platforms to guarantee operational stability.

• Assess and manage incidents using structured severity frameworks while facilitating resolution across IT, automation, software, business teams, and external vendors.

• Monitor queue performance, call volumes, and overall system health utilizing dashboards and analytics tools.

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

• Keep precise issue logs and generate regular performance and incident reports while aiding in audit and compliance documentation.

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

• Utilize AI/Copilot tools to boost productivity, streamline communication, automate documentation, and support ongoing operational enhancements.

⛳️ Requirements

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

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

• Knowledge of tools such as ServiceNow, Splunk, and Dynatrace.

• Over 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 at once.

• Familiarity with AI tools like 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 more than 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 that remote work offers.

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

• Global Impact: collaborate on meaningful projects for top global clients and influence the future of industries.

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

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