Cloud Contact Center Support Engineer

Infra Tech Support Practitioner

Project Role : Infra Tech Support Practitioner
Project Role Description : Provide ongoing technical support and maintenance of production and development systems and software products (both remote and onsite) and for configured services running on various platforms (operating within a defined operating model and processes). Provide hardware/software support and implement technology at the operating system-level across all server and network areas, and for particular software solutions/vendors/brands. Work includes L1 and L2/ basic and intermediate level troubleshooting.
Must have skills : Cloud Contact Center Operations
Good to have skills : NA
Minimum 7.5 year(s) of experience is required
Educational Qualification : 15 years full time education

Summary:
The Full Stack Cloud Contact Center Engineer is responsible for the operations and management of cloud contact center platforms and adjacent systems. This role specializes in Contact Center/ACD functionality, operations of Amazon Connect, WebEx CC and/or Genesys Cloud CX, and adjunct technologies such as recording systems, WFM, dialers, CRM, and SBC. The engineer leverages development skills (Node.js, TypeScript, Python), automation and scripting, and Agentic AI frameworks to ensure resilient, secure, and efficient cloud contact center operations with proactive observability and continuous improvement.
Roles & Responsibilities:
- Operate, monitor, and maintain Contact Center/ACD functionality across multi-tenant environments.
- Manage and support cloud contact center platforms (Amazon Connect, WebEx CC and/or Genesys Cloud CX), ensuring uptime, call flow integrity, and capacity management.
- Administer adjunct systems (recording platforms, WFM, dialers, CRM integrations, SBC) to ensure end-to-end service quality.
- Implement and maintain call routing, IVR flows, queues, skills, and policies aligned to operational requirements.
- Develop, maintain, and troubleshoot integrations and customizations using Node.js, TypeScript, and Python (lambdas, microservices, event-driven workflows, APIs/SDKs).
- Automate operational tasks, deployments, and configuration changes using scripting and CI/CD pipelines.
- Continuously monitor, troubleshoot, and optimize cloud CC infrastructure using AI-aided observability and management tools (quality analytics, anomaly detection, predictive insights).
- Apply Agentic AI frameworks to enhance real-time observability, automated remediation, and experience management across contact center journeys.
- Ensure compliance with operational standards, service SLAs, security policies, and regulatory requirements (recording retention, PII handling).
- Mentor support teams and collaborate with product and business stakeholders.
Professional & Technical Skills:
- Strong understanding of Contact Center/ACD concepts (IVR, skills-based routing, queues, call flows, reporting).
- Hands-on experience operating Amazon Connect WebEx CC and/or Genesys Cloud CX.
- Experience with adjunct systems (recording, WFM, dialers, CRM, SBC) and their integrations.
- Proficiency in development/coding using Node.js, TypeScript, and Python familiarity with RESTful APIs, webhooks, and event streaming.
- Experience in automation and scripting (infrastructure and application-level).
- Experience with AI-aided cloud contact center observability and management tools.
- Understanding of Agentic AI frameworks for operations and experience management.
- Ability to troubleshoot complex incidents across telephony, platform services, and integrations.
- Excellent communication and collaboration skills.
Certifications (Required/Preferred):
- Amazon Connect or AWS Contact Center Specialty Certification
- Cisco Webex Contact Center Expert (CWCCE)
- Genesys Cloud CX Certifications (Architect/Administrator)
- SBC/VoIP Vendor Certifications (e.g., AudioCodes, Ribbon)
- CRM Platform Certifications (e.g., Salesforce Administrator)
- PCEP Certified Entry-Level Python Programmer

Additional Information:
- The candidate should have minimum 6-8 years of experience as Cloud Contact Center support engineer.
- This position is based at our Bangaluru/Gurgaon/Pune office.
- A 15-year full-time education is required.
- Resource needs to be AI Ready.
- AI Powered Tech Talent