Senior Product Support Engineer
Job Description
This Senior Product Support Engineer a patron-going via position turning in expert-stage manual for cloud-primarily based touch center solutions (CCaaS), which encompass Amazon Connect, Genesys Cloud CX, Google CCAI, or NICE CXone. You’ll act as a trusted manual, troubleshoot complex issues, control incidents, and help ensure first rate service overall performance and patron delight.
🔧 Key Responsibilities
- Administer, configure, and troubleshoot CCaaS structures, chat/e mail channels, IVR flows, capacity-based totally clearly routing, greetings, integrations, and additional.
- Handle hassle triage, incident manipulate, escalation, and backbone for the duration of all severity levels, keeping customer SLAs.
- Maintain client-managing documentation and runbooks, and take part in quarterly industrial employer opinions (QBRs) to force Customer Satisfaction (CSAT) ratings.
- Collaborate with inner companies and serve as a Subject-Matter Expert for CCaaS systems and messaging structures.
🎓 Qualifications
- Experience strolling with cloud contact middle answers—Amazon Connect, Genesys Cloud, Google CCAI, NICE CXone, and masses of others.
- Strong understanding of touch middle operations (IVR, routing, chat, electronic mail, reporting, KPIs).
- Excellent hassle-solving capabilities, technical troubleshooting capability, and patron verbal exchange.
💼 Why This Role Matters
You’ll make sure dependable operation of cloud-based totally consumer engagement structures for agency customers. Through deep technical understanding, incident manipulate, and patron interplay, you’ll help preserve excessive provider extremely good and force sturdy customer relationships.
