Role Overview
We are seeking a highly skilled Cross-Platform Contact Center Support Engineer (L1) with hands-on experience across multiple Contact Center as a Service (CCaaS) platforms including:
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Five9
- Genesys
- Webex
- Amazon Web Services (Amazon Connect)
The candidate will be responsible for operational support, incident management, configuration management, user administration, troubleshooting, and service improvements across enterprise contact center environments. The role requires strong technical knowledge of voice infrastructure, omnichannel routing, IVR platforms, integrations, and cloud-based contact center technologies.
Key Responsibilities
L1 Support Responsibilities
Monitoring & Incident Management
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Monitor contact center platforms and service dashboards.
- Perform first-level diagnosis of incidents and service disruptions.
- Handle user-reported issues through ServiceNow or ticketing platforms.
- Escalate complex issues to L2/L3 teams as required.
- Track incidents through closure and maintain SLA compliance.
User Administration
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Agent onboarding and offboarding.
- Queue assignment and skill management.
- Password resets and access management.
- Role-based permission administration.
Operational Support
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Monitor call flows and routing performance.
- Validate IVR availability and agent login status.
- Perform daily health checks.
- Support business users during outages and critical incidents.
