Role Overview
We are seeking a highly skilled Cross-Platform Contact Center Support Engineer (L2) with hands-on experience across multiple Contact Center as a Service (CCaaS) platforms including:
-
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.
L2 Support Responsibilities
Platform Administration
-
Configure and maintain:
- Queues
- Skills
- Routing profiles
- Agent groups
- Business hours
- Announcements
- Contact flows
- Call routing strategies
Troubleshooting
-
Diagnose:
- Call routing failures
- Voice quality issues
- Agent login problems
- SIP trunk issues
- Workforce management integrations
- CRM integration issues
- Recording and reporting failures
Change Management
-
Implement approved configuration changes.
- Support platform upgrades and releases.
- Execute DR and BCP testing activities.
- Maintain configuration documentation.
Reporting & Analytics
-
Generate operational reports.
- Analyze contact center KPIs.
- Review call trends and agent productivity metrics.
Support business stakeholders with reporting requests.
-
Platform-Specific Skills
Five9
-
VCC administration
- Campaign management
- Skills and queues
- IVR Studio
- Reporting and analytics
- Agent Desktop support
Genesys Cloud CX
-
Architect flows
- Routing and queue configuration
- Workforce engagement management
- Voice and digital channels
- Analytics and reporting
- User administration
Webex Contact Center
-
Flow Designer
- Queue and team management
- Agent Desktop administration
- Digital channels support
- Reporting and Analyzer
Amazon Connect
-
Contact flow development
- Routing profiles
- Security profiles
- Lambda integrations
- Lex chatbot integration
- CTR and reporting analysis
Technical Skills
Contact Center Technologies
-
CCaaS Platforms
- IVR Design
- ACD Routing
- Omnichannel Support
- Call Recording
- Workforce Management
Voice Technologies
-
SIP
- VoIP
- SBC
- PSTN
- Call Routing
- Telephony Troubleshooting
Cloud Platforms
-
AWS Fundamentals
- Azure Fundamentals
- API Integrations
- Identity Management
ITSM Tools
-
ServiceNow
- Incident Management
- Change Management
- Problem Management
Knowledge Management
-
Preferred Certifications
Five9
-
Five9 Administrator Certification
Genesys
-
Genesys Cloud CX Certified Professional
Cisco
-
Cisco Webex Contact Center Certification
AWS
-
AWS Cloud Practitioner
- AWS Certified Solutions Architect – Associate
ITSM
ITIL Foundation
Soft Skills
-
Strong customer-facing communication skills
- Stakeholder management
- Incident coordination
- Problem-solving mindset
- Ability to work in 24x7 support environments
Documentation and knowledge management expertise
-
Ideal Resource Profile
Skill Area
Expected Level
Five9
Intermediate to Advanced
Genesys Cloud CX
Intermediate to Advanced
Webex Contact Center
Intermediate
Amazon Connect
Intermediate
Voice/SIP Troubleshooting
Advanced
ITIL Processes
Intermediate
Reporting & Analytics
Intermediate
