Senior CCaaS Production Support Engineer
delan-associates-inc
| Company | delan-associates-inc |
| Category | Engineering |
| Location | Minnetonka Mills |
| Remote | On-site (inferred) |
| Employment | Contract |
| Level | Senior |
| Salary | Not stated by the employer |
| Posted | 29 Jul 2026 |
| Last verified | 9 Aug 2026 |
| Source | Employer ATS (breezy) |
Description
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 (ServiceNow, Jira, Remedy or similar)
• Strong Communication & Stakeholder Management
Preferred Skills
• 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