Contact Center Support Engineer

Job Description :

7 + years Design, configure, and maintain enterprise voice and telephony systems (e.G., Genesys, Vonage, Amazon Connect, Nice inContact).

3+ Experience & Strong functional knowledge on Salesforce Service Cloud, CTI & Omnichannel configuration and trouble shooting.

3+ Experience with troubleshooting and fixing issues between Voice and telephony systems and Salesforce service cloud.

Monitor and troubleshoot voice network performance, ensuring high availability and quality of service (QoS).

Manage call routing, dial plans, voicemail systems, and call recording solutions.

Collaborate with network and IT teams to ensure seamless integration of voice and data networks.

Provide Tier 2 / 3 support for voice-related incidents and service requests.

Maintain documentation for telephony infrastructure, configurations, and procedures.

Coordinate with vendors and service providers for system upgrades, maintenance, and support.

Ensure compliance with regulatory requirements (e.G., E911, GDPR) and internal security policies.

Participate in disaster recovery planning and testing for voice systems.

Solid understanding of telephony protocols (SIP, VoIP, WebRTC) and contact center infrastructure.

Experience with cloud-based contact center solutions and their deployment.

Strong understanding of APIs, CRM integrations, and middleware technologies.

Excellent communication skills, with the ability to interact effectively with technical and non-technical stakeholders.